Crew (Full Time), Guest Experience Operations (Ticketing & Turnstiles)

The Crew in Guest Experience Operations plays a vital frontline role in ensuring a smooth and welcoming experience for all visitors. This position is responsible for assisting with guest admissions, addressing inquiries, and providing service support across various guest touchpoints. Crew members are expected to demonstrate a cheerful and professional demeanor, contribute to crowd management, support event operations, and uphold service excellence standards. They are essential in creating a positive first impression and enhancing the overall guest journey through friendly engagement and efficient day-to-day support.

Responsibilities:

• Display a fun, warm, and welcoming personality while upholding the highest standards of customer service, creating a memorable and immersive experience for guests through cheerful and engaging interactions. Use thematic verbiage to greet and say goodbye, ensuring every interaction reflects the excitement and magic of the experience.
• Provide a welcoming and efficient admission experience at the turnstile, ensuring guests have valid ticket types for park entry while maintaining a friendly and approachable demeanor.
• Ensure the fulfillment of ongoing initiatives, redemptions, and ticket sales in line with departmental procedures, including proper cash handling protocols.
• Conduct surveys to gather guest feedback, analysing results to identify opportunities for enhancing the guest experience.
• Actively promote and upsell additional products and services, contributing to the enhancement of the guest experience and driving revenue.
• Address guest feedback promptly, ensuring timely responses and appropriate service recovery when necessary.
• Perform administrative tasks, including shift paperwork, and maintain cleanliness and orderliness in work areas, particularly those in full view of guests.

Requirement:

• GCE O/A Levels, ITE Certificate, or Diploma in Hospitality & Tourism, or any other relevant discipline.
• Customer-focused mindset with a passion for delivering exceptional service.
• Effective verbal communication with the ability to assist guests confidently and clearly.
• Attention to detail in handling ticketing, redemptions, and cash transactions accurately.
• Ability to resolve minor guest issues independently and efficiently.
• Positive attitude with a friendly and engaging demeanor
• Familiarity with basic computer systems, including point-of-sale and ticketing platforms.
• Flexibility and adaptability to support various duties and respond to changing operational needs.
• Able to perform shift work, and willing to work during evenings, weekends and public holidays.
• Able to stand for long hours and work in an environment where there can be hot, humid and wet weather.