Guest Experience Lead (Upsell & Street Sales Focused)

ROLE SUMMARY

Managing and leading the Upsell and Street Team operations to drive guest engagement, ticket conversion, and commercial performance. The role combines frontline leadership, operational oversight, training delivery, and performance management to ensure consistent achievement of sales targets, guest satisfaction standards, and operational excellence.

The Team Leader will take a hands-on approach by actively participating in daily operations, coaching team members, implementing incentive programs, and identifying opportunities to maximize revenue, conversion, RPC, and NPS performance.

KEY ACCOUNTABILITIES

• Lead the Upsell and Street Team to achieve sales, conversion, revenue, and guest experience targets through effective coaching, workforce planning, and performance management.
• Provide hands-on operational support, engage guests, and promote attraction experiences. Approximately 40–60% of working time involves outdoor or public-facing activities, interacting with visitors and supporting business growth.
• Lead and develop a high-performing team by fostering accountability through key performance metrics, including Guest Engagement Volume, NPS, and Revenue Contribution, with regular KPI reviews to drive continuous improvement, productivity, and business results.
• Train and develop team members through structured onboarding, coaching, and refresher programs, ensuring strong product knowledge, sales skills, operational competence, and consistent service standards.
• Lead the execution of incentive programs and commercial initiatives, ensuring clear communication, high team engagement, and achievement of sales and performance objectives.
• Resolve guest, operational, and team-related issues promptly and professionally, acting as the first point of escalation while maintaining exceptional guest satisfaction.
• Always be aware of health and safety requirements, operational standards, and service excellence, ensuring a safe, efficient, and enjoyable experience for guests and team members.
• Perform Duty Manager responsibilities as required and support the General Manager and Guest Experience Manager with operational improvements, commercial projects, and other ad hoc initiatives as assigned.

• Proven experience in guest-facing or commercial roles, with strong communication skills, a proactive mindset, and the ability to engage visitors and support conversion goals.
• Demonstrated leadership and coaching experience managing frontline teams in a fast-paced environment.
• Strong commercial acumen, communication skills, and ability to analyse performance trends and KPIs.
• Fluent in Cantonese and English; Putonghua and experience with POS, ticketing, CRM, or reporting systems are advantageous.
• Flexible to work shifts, weekends, and public holidays.