Team Leader II - Entry Operations (Aquarabia)

Job Description

At Aquarabia Qiddiya City, The Team Leader II - Entry Operations supports the management of daily operations within the Guest Operations department, including welcoming guests, ensuring smooth arrival and exit processes, and managing access control. This role focuses on creating outstanding first impressions, coordinating guest transportation, and ensuring seamless use of turnstiles and Aqua fast pass access control, all while maintaining the highest standards of safety, efficiency, and guest service.

Job Specific

• Ensure the overall safety and wellbeing of guests and staff within the park while maintaining high operational standards and enforcing all park policies, procedures, and quality, safety, and efficiency standards. Manage the day-to-day operations of ticketing, guest services, park access, VIP/group experiences, and cabana rentals, including oversight of entry operations, staffing, scheduling, and process optimization.
• Warmly welcome guests upon arrival and ensure a positive first impression while supporting a smooth and efficient park entry and exit process.
• Operate and monitor turnstile access control, verify tickets and wristbands, manage re-entry validation, oversee Adventure Experiences access, and control Aqua Fast Pass access at rides and attractions to ensure efficient guest flow.
• Assist with guest transportation logistics for arrival and departure, provide directions to transportation, parking, and shuttles, and actively manage queues during peak times.
• Maintain clean, organized, and guest-ready arrival and access areas, and thank guests sincerely for visiting while wishing them a safe journey home.
• Serve as the primary point of contact for VIP/VVIP arrivals, special requests, and guest feedback or complaints, handling escalated inquiries, concerns, and suggestions professionally.
• Provide clear and accurate information regarding park hours, attractions, and services, responding promptly and escalating when required.
• Collaborate cross-functionally with Security, Transportation, Guest Services, and other departments to ensure seamless guest arrival and exit experiences and manage the park's contact center and support services to enhance communication and service delivery.
• Assist in developing the guest services team through training, performance management, and continuous operational improvement.
• Act as a key contributor to the junior management team by identifying opportunities to enhance guest experiences and operational efficiency and carry out responsibilities as a Department Duty Manager on a rotational basis.
• Maintain accurate records, reports, and operational data related to guest services and entry operations.
• Support emergency response procedures at access points by guiding guests safely when required.
• Perform additional duties as assigned.

Qualifications

Education: High school diploma or equivalent required.

Experience: 1 - 2 years' experience in Entry Operations, Access Control, Crowd Control, Guest Services or similar roles, preferably within a water theme park or event setting.

Skills: Strong communication and interpersonal skills with a welcoming demeanor. Strong organizational and time management abilities. Ability to handle high-pressure situations and manage Guest flows efficiently. Proficient in developing and implementing training and operating procedures.

Languages: Fluent in Arabic, Excellent English.

Core Competencies: Leadership and mentorship skills. Problem-solving and creativity. Strong work ethics and integrity. Strong focus on Guest flow in Entry and Exit point and delivering excellent guest services. Attention to detail and ability to adapt to operational needs. Passion for creating seamless Entry and Exit experiences for guests. Team-oriented and collaborative mindset.