Purpose of Job
- To deliver daily operational excellence with discipline, warmth, and precision.
- The GM ensures Waterbom operates safely, smoothly, and joyfully—protecting guest satisfaction, staff morale, and the essence of the Waterbom experience
Oversees:
- Guest services, Operations, Engineering, Lifeguards, F&B, Retail, Safety & Security, Housekeeping, Landscaping.
Main Duties and Responsibilities
KEY RESPONSIBILITIES:
Daily Operational Leadership
- Oversee and manage daily operating functions.
- Ensure smooth openings, shift transitions, and closings.
- Maintain guest flow, queue systems, cleanliness, and safety standards.
System Execution & Discipline
- Implement systems and SOP designed by the COO.
- Ensure 100% consistency across all operational departments.
- Identify operational gaps and escalate necessary system improvements.
Co-Leadership in Safety & Compliance
- Conduct the Annual Safety Audit jointly with the COO.
- Manage daily safety checks, incident response, and safety drills.
- Oversee safety across slides, pools, rides, and public spaces.
People Leadership & Internal Growth Promotion
- Lead, motivate, and coach frontline teams and supervisors.
- Promote internal growth and identify staff with leadership potential.
- Maintain morale, confidence, and discipline across teams.
- Strengthen communication and coach supervisors daily.
Service Quality & Guest Experience
- Maintain world-class service quality across all touch points.
- Resolve guest concerns quickly and with empathy.
- Monitor guest feedback and adjust operations accordingly.
- Ensure service reflects Waterbom's emotional identity.
Minor Projects & On Time Execution
- Oversee small operational projects, including counters, shading, upgrades, signage, and storage.
- Ensure projects are delivered on time, within budget, and with Waterbom quality.
- Coordinate with Engineering, Procurement, and Maintenance teams.
Manpower Planning & Scheduling
- Oversee weekly staff scheduling and adjust for peak / off-peak needs.
- Work with HR on staffing, discipline, and welfare.
- Ensure the right staffing in the right place at the right time.
Sustainability on the Ground
- Execute sustainability SOP;s daily (waste sorting, water efficiency, no waste culture).
- Ensure staff understand and participate in environmental practices.
Communication & Coordination
- Maintain clear communication with the COO and departmental heads.
- Align daily operations with HR, Engineering, Marketing, Safety & Security, and F&B.
- Ensure departments work cohesively toward shared objectives.
