Team Leader II - Entry Operations (Aquarabia)

Role Overview

Team Leader II – Entry Operations at Six Flags Qiddiya City and Aquarabia, located at Aquarabia Qiddiya City. This role supports the management of daily operations within the Guest Operations department, focusing on welcoming guests, ensuring smooth arrival and exit processes, and managing access control.

Role Purpose

Create outstanding first impressions and coordinate seamless guest entry and exit experiences by managing ticketing, access control, guest services, transportation logistics, and team operations while maintaining the highest standards of safety, efficiency, and guest service.

Key Responsibilities

Safety & Operational Standards

• Ensure overall safety and wellbeing of guests and staff within the park while maintaining high operational standards.
• Enforce all park policies, procedures, and quality, safety, and efficiency standards.
• Support emergency response procedures at access points by guiding guests safely when required.

Entry Operations Management

• Manage day-to-day operations of ticketing, guest services, park access, VIP/group experiences, and cabana rentals.
• Oversee entry operations, staffing, scheduling, and process optimization.
• Operate and monitor turnstile access control, verify tickets and wristbands, and manage re-entry validation.
• Oversee Adventure Experiences access and control Aqua Fast Pass access at rides and attractions to ensure efficient guest flow.
• Maintain clean, organized, and guest-ready arrival and access areas.

Guest Services & Communication

• Warmly welcome guests upon arrival and ensure a positive first impression.
• Support smooth and efficient park entry and exit processes.
• Serve as the primary point of contact for VIP/VVIP arrivals, special requests, and guest feedback or complaints.
• Handle escalated inquiries, concerns, and suggestions professionally.
• Provide clear and accurate information regarding park hours, attractions, and services.
• Respond promptly to guest inquiries and escalate when required.
• Thank guests sincerely for visiting while wishing them a safe journey home.

Logistics & Queue Management

• Assist with guest transportation logistics for arrival and departure.
• Provide directions to transportation, parking, and shuttles.
• Actively manage queues during peak times.

Cross-Functional Collaboration

• Collaborate cross-functionally with Security, Transportation, Guest Services, and other departments to ensure seamless guest arrival and exit experiences.
• Manage the park's contact center and support services to enhance communication and service delivery.

Team Development & Leadership

• Assist in developing the guest services team through training, performance management, and continuous operational improvement.
• Provide leadership and mentorship to junior staff.
• Act as a key contributor to the junior management team by identifying opportunities to enhance guest experiences and operational efficiency.
• Carry out responsibilities as a Department Duty Manager on a rotational basis.

Reporting & Documentation

• Maintain accurate records, reports, and operational data related to guest services and entry operations.

Additional Duties

• Perform additional duties as assigned.

Qualifications & Experience

• High school diploma or equivalent required.
• 1–2 years' experience in Entry Operations, Access Control, Crowd Control, Guest Services, or similar roles.
• Preference for experience within a water theme park or event setting.

Skills & Competencies

• 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.
• Leadership and mentorship skills.
• Problem-solving and creativity.
• Strong work ethic and integrity.
• Strong focus on guest flow at entry and exit points 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.

Additional Information

• Fluent in Arabic and excellent English required.