GM Operations & Sales

Key Responsibilities:

Daily Park Operations
Own end-to-end daily operations of the Park.
Manage the complete guest journey - entry ticketing ride boarding queue management lockers F&B touchpoints retail exit experience.
Set monitor and continuously refine SOPs across every operational touchpoint.
Lead daily morning huddles weekly operations reviews and monthly business reviews.
Drive operational discipline around opening checks ride readiness peak load handling crowd flow and closing procedures.

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.