Guest Experience Executive

Position Summary

The Guest Experience Executive’s main role is to deliver an exceptional experience for all of our learners via face-to-face or online platforms. He/She should have a pleasant personality and be professional when communicating with stakeholders. He/She is required to be familiar with video conferencing software and tech-savvy.

He/She is required to be service-oriented, proactive in looking after our learners' needs, able to work independently and with teams, prepared to handle multiple concurrent tasks, and willing to work on a compressed work week and long hours.

When supporting Face-to-Face programme, He/She will be tasked to:

• Setup and teardown training rooms and support activities used to facilitate learning and experience.
• Usher and register learners in accordance with internal SOP and government compliance.
• Facilitate activities during learning sessions (e.g. role playing).

When supporting remote learning programme, He/She will be tasked to:

• Assist learners that have issues accessing the video conferencing platform (e.g. Zoom).
• Assist trainers in facilitating activities during the remote learning sessions (e.g. breakout rooms).
• Prepare collaterals for remote learning parcels.

The Guest Experience Executive will be responsible for the following:

Execute Event Plans

• Support learner's registration and attendance tracking throughout event duration.
• Execute pre, during, and post-event specifications and requirements in a timely manner in accordance with defined SOP and government regulations.
• Event manage changes between client, internal, and external stakeholders during programme day.
• Coordinate logistics and resources across the organization and products and services.
• Maintain the safety of an event by addressing security risks originating from within and outside, encompassing both natural occurrences and human-caused incidents.

Managing Stakeholders and Guest Experience

• Attend to inquiries and feedback from stakeholders, ensuring their concerns and suggestions are acknowledged and addressed professionally and in a timely manner.
• Communicate with internal stakeholders on event requirements to ensure smooth execution.
• Deliver exceptional hospitality and go the extra mile to elevate the guest experience proactively.
• Support Head of Department to implement departmental or cross-functional initiatives.

Operational Excellence

• Evaluate how latest technology trends can be leveraged to spur innovation in participants' experience.
• Evaluate how current workplace technology approaches can be improved to raise productivity.

Maintain Venue Facilities

• Ensure that the venue is fully operational and ready to host events in compliance with venue facilities inspection protocols.
• Execute venue repair operations protocols to correct identified failures in routine inspections.
• Raise status reports of venue conditions to recommend follow-up actions.
• Execute improvements of venue in conjunction with updated standard operating procedures.

Ideal candidate should possess:

• A recognized Diploma in Hospitality/ Tourism Management/ Events Management is preferred.
• Experience with Facilities / Venue Management is a plus.
• A passion for service and hospitality.
• Adaptability, determination, and the ability to thrive in a fast-paced environment.
• Ability to analyze and resolve problems in a timely manner.
• Good grooming.
• Confidence in communication skills for reporting to stakeholders at different levels.
• Demonstrate ability to interact with customers, employees, and third parties that reflects highly on the company’s values.
• Willingness to work long hours or weekends as needed.
• Good organizational skills and attention to detail.

This role is currently only open to Singaporeans/ Permanent Residents.

This is a contract role with the possibility of conversion into a permanent position.