Visitor Experience Officer

Job Purpose: The Visitor Operations Officer supports with the operational requirements of visitor experience including call center management, food & beverage (F&B) and retail.

Key accountabilities:

• Undertakes tasks, and follow processes, as defined by the Visitor Experience & Operations Unit Head, F&B and Retail Unit Head or Visitor Operations Manager in supporting visitor experience tasks.
• Responsible for the daily performance of the call center service provider
• Main point of contact for stakeholders for all matters relating to call center, including the effective service requirements for Ticketing team, Education team and Marketing team.
• Creates and manages policy, SOPs and reporting templates in order to manage call centre service provider’s performance and to ensure a high level of customer service is provided.
• Provides day to day coordination support with retailers and service providers under the mentorship of the F&B and Retail Unit Head.
• Provides operational support for F&B and Retail Unit Head, including, but not limited to, support in monitoring visitor satisfaction, revenue, quality control and compliance with organisation contract terms/policies plus escalation of visitor complaints.
• Completes bi-weekly inspections of retailers and F&B outlets as per SOPs and undertake necessary actions for rectifications if required.
• Ensures that the required processes and approvals are adhered to in relation to any activities or projects assigned by the Visitor Experience & Operations Unit Head, F&B and Retail Unit Head or Visitor Operations Manager.
• Manages own tasks and working collaboratively with staff from other departmental teams, as required.
• Writes and edits the minutes and agendas of committee and project meetings, when required.
• Other duties as applicable to the role.