Supervisor - Visitor Experience and Ticketing

Job Purpose

Lead the development and daily operations of Corallium’s ticketing and access functions to ensure accurate, guest-friendly, and efficient service delivery. In the pre-opening phase, this role contributes to designing systems, policies, and procedures in collaboration with cross-functional teams. Post-opening, it oversees ticketing teams, manages sales processes across all access points, and ensures integration of activities — including those offered by external vendors — into the full seamless guest journey.

Job Responsibilities

• Collaborate with internal departments during the pre-opening phase to design and implement Corallium’s ticketing systems, policies, and procedures.
• Supervise day-to-day ticketing and access operations across all locations post-opening, ensuring accuracy, service consistency, and guest satisfaction.
• Coordinate with IT and Visitor Experience teams to ensure ticketing and POS systems are fully tested, functional, and aligned with operational requirements.
• Train and supervise ticketing staff, ensuring strong understanding of systems, guest service standards, pricing rules, and refund protocols.
• Oversee daily staff scheduling and deployment to ensure sufficient coverage during peak periods and events.
• Monitor ticket and activity sales, ensure revenue accuracy, and prepare daily sales and reconciliation reports.
• Ensure implementation of pricing, promotions, bundled products, and access rules in coordination with Marketing and Commercial teams.
• Manage inventory and distribution of access media (wristbands, tickets, QR codes, etc.), ensuring stock availability and accurate tracking.
• Support guest queue and flow management in collaboration with Visitor Experience, Facilities, and Security teams.
• Handle escalated guest service issues at ticket counters and entry points, including scanning problems, refunds, or access disputes.
• Coordinate the sale of additional guest activities, including external wet activity operators, ensuring accurate integration with ticketing systems and guest entitlements.
• Collaborate with commercial and marketing teams to support upselling strategies and activity-based promotions.
• Ensure compliance with revenue protection procedures, audit standards, and data privacy requirements.
• Provide feedback and suggest improvements to ticketing and access processes to continually enhance the guest journey and operational efficiency.

Job Requirements:

• Bachelor’s degree in Hospitality, Business or a related field
• 6 years to relevant experience.

Technical Competencies:

• Ticketing operations and system usage - Advanced
• Point-of-sale and transaction handling - Advanced
• Customer service and inquiry resolution - Advanced
• Cash handling and reconciliation procedures - Advanced
• Team supervision and shift coverage planning - Advanced
• Queue control and guest access flow - Advanced
• Promotion and voucher management coordination - Advanced
• Issue resolution for technical entry problems - Advanced