Position: Assistant General Manager, Operations (Tourism & Visitor Attractions)
Industry: Tourism, Hospitality & Visitor Attractions
Working Duration: 12 months contract (Renewable based on performance)
Working Location: Merdeka 118, Jalan Hang Jebat, 50118 Kuala Lumpur
Working Day/Hours: Monday - Friday; 9:00AM - 6:00PM
Salary: Basic up to RM18,000 (Based on experience + skills) with statutory contribution + medical insurance + leave entitlement
Role Summary
The Assistant General Manager is responsible for supporting the overall leadership, operational management, commercial performance, and strategic direction of visitor attractions. The role oversees daily operations, safety compliance, Guest experience, revenue generation, and stakeholder management to ensure the attraction operates efficiently, safely, and profitably.
Working closely with the General Manager, the incumbent drives operational excellence across all functions, including ticketing, retail, food and beverage, photography services, facilities, safety, and external service providers, while ensuring exceptional Guest experiences and sustainable business growth.
Key Responsibilities
Operations Management
- Oversee end-to-end operations of visitor attractions.
- Ensure operational efficiency, service quality, and compliance with company standards.
- Manage and coordinate internal departments and third-party operators.
- Monitor attraction performance and implement continuous improvement initiatives.
Safety, Compliance & Risk Management
- Lead all safety and regulatory compliance activities.
- Ensure compliance with statutory, industry, and corporate safety requirements.
- Oversee emergency preparedness plans and crisis management procedures.
- Conduct risk assessments and implement mitigation measures.
Commercial & Revenue Performance
- Drive revenue across ticketing, retail, photography, F&B, events, and other commercial streams.
- Support pricing strategies, yield management, and revenue optimization initiatives.
- Monitor financial performance and identify growth opportunities.
- Ensure operational costs are controlled and aligned with budgets.
Guest Experience Management
- Ensure high standards of Guest service delivery and satisfaction.
- Oversee crowd management, queue management, and visitor flow optimization.
- Resolve escalated Guest issues and service recovery situations.
- Implement initiatives to improve the overall visitor experience.
Strategic Leadership
- Support the General Manager in developing and executing strategic business plans.
- Lead operational projects and enhancement initiatives.
- Drive innovation and technology adoption to improve operational effectiveness.
- Monitor industry trends and benchmark best practices.
Financial Management
- Assist in annual budgeting and financial planning activities.
- Monitor departmental expenditures and cost efficiencies.
- Review financial reports and operational performance metrics.
- Ensure achievement of revenue and profitability targets.
Stakeholder Management
- Maintain strong working relationships with government authorities, regulators, tourism agencies, vendors, and business partners.
- Collaborate closely with Sales & Marketing teams to support promotional and visitation growth initiatives.
- Represent the attraction in meetings, inspections, audits, and official engagements where required.
Leadership & People Management
- Provide leadership, coaching, and guidance to direct and indirect reports.
- Foster a high-performance, service-oriented culture.
- Support talent development, succession planning, and workforce engagement.
- Promote accountability, collaboration, and continuous learning.
Key Performance Indicators (KPIs)
- Achievement of annual revenue targets.
- Guest satisfaction score.
- Safety performance and incident rate.
- Regulatory compliance and audit results.
- Budget adherence and cost management.
- Visitor attendance growth.
- Service quality and operational efficiency metrics.
- Team engagement and employee retention.
Minimum Requirements
Education
Required
- Bachelor's Degree in Hospitality Management, Tourism Management, Business Administration, Operations Management, or related discipline.
Preferred
- Master's Degree in Business Administration (MBA) or equivalent.
Experience
Required
- Minimum 15 years of relevant working experience.
Preferred
- Experience within:
- Visitor Attractions
- Observation Decks
- Theme Parks
- Entertainment Venues
- Hospitality & Tourism Industries
- Minimum 10 years in a senior leadership or operational management position.
Working Environment
- Fast-paced tourism and attraction environment.
- High Guest volume operations.
- Frequent interaction with regulators, government agencies, business partners, and VIP visitors.
- May be required to work during weekends, public holidays, special events, and peak tourism periods.
- High accountability for operational continuity, safety, and Guest satisfaction.
Success Profile
The ideal candidate is a highly experienced operations leader with strong commercial acumen, a proven safety management track record, and extensive experience managing large-scale visitor attractions, entertainment venues, or hospitality operations. They possess excellent leadership capabilities, strategic thinking skills, and the ability to balance operational excellence with exceptional Guest experiences while driving sustainable business growth.
If you are interested to apply, please forward your latest resume to [Confidential Information] or [HIDDEN TEXT]
Subject: Job Application – Assistant General Manager, Operations (Tourism & Visitor Attractions)
