gm - operations & sales

Visitor Engagement & Guest Experience
 Define and elevate the guest experience standard across all touchpoints.
 Drive guest satisfaction through service excellence, mystery audits, and structured feedback loops.
 Implement guest engagement initiatives: themed announcements, character activations, on-ground events, photo opportunities, and parades.
 Build a guest hospitality culture across all park staff.
 Drive same-day complaint resolution and service recovery.
 Act as on-ground brand ambassador for VIPs, dignitaries, media, influencers, and corporate clients.

Safety, Compliance & Risk Management
 Maintain a zero-incident safety culture across dry park and water park.
 Ensure compliance with IAAPA standards, BIS certifications, ISO safety norms, and statutory regulations.
 Manage water park safety including certified lifeguards, water quality monitoring, and depth management.
 Conduct emergency response drills (fire, medical, evacuation, water rescue).
 Manage statutory compliances, ride certifications, and liability protocols. Commercial Performance & Revenue Ownership
 Treat the park as a profit centre - own revenue, costs, and EBITDA contribution at the operations level.
 Drive ride throughput, visitor experience optimisation, and revenue per visitor.
 Support dynamic pricing, fast-pass packages, premium experiences, and group revenue initiatives in coordination with Marketing & Sales.
 Coordinate with Finance & Field Cash Finance on daily revenue reconciliation, variance analysis, and MIS reporting.
 Identify and execute incremental revenue opportunities across rides, F&B, and recreation services. Marketing & Sales Partnership
 Partner with the Head of Marketing & Sales for footfall planning, peak day management, and event execution.
 Support MICE, corporate outings, school excursions, religious groups, and travel agency tie-ups with on- ground delivery.
 Execute special seasonal events - Durga Puja Carnival, Christmas, Holi, Summer Camps, New Year, Children's Day.
 Coordinate sponsorship deliverables, brand activations, and on-ground partnerships. F&B Integration & Recreation Oversight
 Coordinate with the GM - F&B, Events and Banqueting for seamless F&B operations within the park.
 Drive F&B integration with the park experience for higher visitor spend.
 Oversee hygiene, sanitation, and FSSAI compliance across all in-park F&B touchpoints.
 Drive recreation facility operations with strong service standards.

experience