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Manager, Visitor Experience
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**JOB DESCRIPTION**
You will be part of the Visitor Experience (VE) team responsible for fronting the retail, business and attractions operations within the Singapore Discovery Centre (SDC). This includes, but is not limited to cashiering, sales/invoices reporting, stock-taking and replenishment of items, attending to and engaging guests, delivering guided tours, programmes, facilitation of attractions and the management of back-of-house projects such as developing new tours and other improvement works.
The person fulfilling this role will be responsible to lead the VE team in creating a positive and engaging experience for all guests visiting SDC, ensuring that SDC’s narrative and standard of service is preserved, managed, and consistently implemented during day-to-day operations to achieve customer satisfaction.
**RESPONSIBILITIES**
- Oversee operational planning at every level including day to day operations, logistics and projects with a focus on delivering excellent guest service experience in Singapore Discovery Centre.
- Oversee the planning, development and execution of VE tours and programme offerings and review of offered programmes, including those for VIPs, public and organised groups.
- Develop and monitor procedures and processes, provide leadership and training for the VE team to be competent in their areas of work, and to display professionalism and proficiency in their product knowledge.
- Develop and implement assessment criteria and rubrics to train and develop, including external accreditation of VE ambassadors.
- Manage manpower, including hiring and training of new team members, full-time and part-time, so as to ensure front-of-house deployment needs are fulfilled.
- Prepare various operational and business reports to support management planning.
- Collaborate with other departments to achieve organisational goals.
**REQUIREMENTS**
- Diploma or Degree in any disciplines with minimum 2 years management experience, operations leadership track record in tourist attractions, museums or front of house experience.
- Excellent organisational and time management skills with strong numerical and analytical skills, written and verbal communications skills.
- Ability to work on weekends and holidays.
