Develop, implement and enforce operational SOPs, service standards, checklists and readiness protocols. Conduct regular audits, readiness checks and operational reviews. Drive continuous improvement initiatives to enhance efficiency, safety and guest satisfaction. Support soft opening, phased opening activities, festive events and major activations.
Support budget management including manpower costs, productivity targets and operational expenses. Monitor key KPIs such as attendance, queue times, service levels and incident trends. Collaborate with Retail, Photography, F&B and Commercial teams to optimize on‑site revenue opportunities.
Act as the primary operational liaison with internal departments including Security, Facilities, Engineering, IT, F&B, Marketing, Finance and HR, as well as external vendors and service providers. Provide regular operational performance reports, risk updates and strategic recommendations to the Director of Operations.
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Plan and execute trade promotions, tactical campaigns, and bundled offers in collaboration with travel partners. Support participation in travel trade shows, sales missions, roadshows, and familiarization (FAM) trips to strengthen partner relationships. Coordinate with Marketing on the development of trade toolkits, brochures, rate cards, and sales presentations to ensure partners have effective selling tools. Conduct product training and briefings for travel agents and OTA partners, equipping them with the knowledge to confidently sell the attraction.
Track and analyze sales performance by channel, market, and partner to measure effectiveness against targets. Prepare regular sales reports, forecasts, and actionable insights for the Director of Sales & Marketing to support strategic decision-making. Monitor competitor activity, market trends, and pricing benchmarks to identify opportunities and risks. Identify growth opportunities, underperforming areas, and recommend corrective actions to optimize sales performance.
Collaborate closely with Operations to ensure smooth handling of trade groups, vouchers, and redemption processes, delivering a seamless Guest experience for partner bookings. Coordinate with Finance on invoices, commissions, credit terms, and reconciliations to ensure accurate and timely financial processing. Work with Guest Service and Guest Experience teams to address trade-related feedback and support service recovery efforts.
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Monitor media coverage, social sentiment, and public perception to identify potential issues and emerging risks proactively. Manage issues, crisis communications, and reactive media responses in close coordination with the Director of Sales & Marketing and Operations leadership. Prepare holding statements, Q&As, and comprehensive crisis communication plans. Coordinate closely with Guest Experience and Operations teams on service recovery-related communications, ensuring consistent and sensitive messaging that protects brand reputation.
Manage influencer, key opinion leader (KOL), and content creator partnerships to extend brand reach and drive audience engagement. Identify and develop strategic brand partnerships, sponsorships, and co-marketing opportunities that align with business objectives. Support Tourism Malaysia, state tourism boards, airlines, and destination partners on joint PR initiatives, strengthening the attraction's presence within the broader tourism ecosystem.
Track and report on PR and advertising performance, including media coverage, reach, impressions, and advertising ROI, to measure effectiveness against objectives. Monitor competitor activity and market trends to identify opportunities and inform strategic adjustments. Prepare post-campaign evaluations and actionable insights for management, highlighting successes and areas for improvement. Optimize strategies based on performance data and market feedback, ensuring continuous improvement in PR and advertising outcomes.
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