THIS IS A 2-YEARS RENEWABLE / CONVERTIBLE CONTRACT ROLE.
Duties and Responsibilities
To be responsible for the planning, conception and implementation of guest services and customer care initiatives, including SOPs and FOH management, to achieve brand awareness, visitorship targets and positive visitor experience for the Museum’s exhibitions, programmes and events.
To develop, implement and manage training capabilities of the Museum’s ticketing, guest services and customer care needs.
To manage SOPs for volunteers and engage them in Museum operations, including their participation in programmes and events
- Enforce and adhere to Museum’s SOPs and best practise & procedures
- Produce detailed schedules which include staffing assignments and milestones for upcoming outreach and service excellence initiatives
- Support the working relationship with facility management and other events and operational departments by maintaining a master museum calendar
- Oversee the day to day operational readiness of FOH and closing duties
- Planning and allocation of resources for ticketing, guest services and customer care needs for both the museum’s day to day operations as well as for programmes and visits
- Knowledge of queue management systems, zone planning, manpower and logistical deployment, signage plans and crowd management measures
- To support the colleagues from Programmes for execution of group booking tours, VIP visits and daily tours
- Work on developing and implementing SOPs for the Museum’s ticketing, guest services and customer care needs
- Support the working relationship with external stakeholders and partners
- Manage FOH associates including service excellence training and schedules
- Carry out ongoing evaluation and analyse surveys from guest service efforts
- Manage and develop SOPs for FOH such as lost & found, customer service and support
- Perform other duties as assigned
Job Requirement
- At least 2 years of direct experience working in customer care and front of house. Candidate with more years of relevant experience will be considered for senior position.
- Diploma/Degree in Tourism, Events Management or equivalent
- An interest and passion for Singapore history, museums and the local art scene
- Self-directed learner and problem solver who remains productive under pressure
- Excellent verbal and written communication skills
- Proficient in Microsoft Office Suite
- Some proficiency with AutoCAD and floorplan drawing will be an added advantage
- Good time management skills
- Cultural understanding and empathy for diverse communities
- Availability to work on evenings, weekends and public holidays
- Team player
- Certifications in First Aid/Bizsafe will be an added advantage
- Service oriented and enjoy interacting with people
- Shortlisted candidate must be comfortable to work at the Air Force Museum located at Paya Lebar
