Kerja Sepenuh Masa, Senior Officer, Venues Experience di Arts House Limited - Maukerja

Contract Period: 2 Years

Job Purpose

• Responsible for the hands-on delivery of visitor services and front-of-house operations at performances and events.
• Ensures visitors and patrons enjoy a safe, welcoming, and memorable experience at the venues.

Duties and responsibilities

Front-of-House Operations

• Oversee and coordinate event-day FOH operations that includes ensuring centre readiness, setup, ticket checking, ushering, and patron assistance.
• Lead and brief casual ushers before events and oversee their performance.
• Manage on-site incidents, lost & found items, and patron queries.
• Manage cross-centres “hotline” info desk.
• Conducts Front-of-House tours.

Operations Management

Assume role of Duty Manager and act as the senior representative of the Venues Experience team during assigned evenings, weekends, and public holidays to

• Respond to emergencies, safety incidents, and urgent client needs.
• Supervise on-site staff, ensuring smooth operations and adherence to standards.
• Document incidents, decisions, and operational updates for review by senior management.
• Serve as the point of contact for VIP guests and event organizers during off-hours.

Customer Service

• Provide excellent visitor support and ensure a smooth audience experience.
• Handle feedback and escalate complaints or issues where necessary.

Event Coordination

• Work closely with internal teams and event hirers to support smooth event execution.
• Ensure venue readiness and service standards for the venues.

Reporting & Administration

• Responsible for post-event activity reports and incident documentation.
• Support scheduling, usher recruitment, and training activities.

Qualifications

• Diploma or relevant qualifications with equivalent years of experience.

Experience

• Minimum 3 years of experience in customer service or event management.
• Minimum 3 years of guided tour experience.

Specific skills

• Excellent interpersonal and communication skills to engage with diverse audiences, including patrons, VIPs, and corporate partners.
• Experience in leading public tours.
• Effectively lead and manage casual staff, promoting teamwork, adaptability, and a customer-first mindset for efficient operations.
• Strong problem-solving skills to handle real-time operational challenges and customer complaints.
• Experience in venue operations, event coordination, and hospitality services preferred.
• Understanding of safety and emergency procedures in public venues.
• Ability to multitask and remain composed under pressure in a fast-paced environment.
• Proficiency in spoken and written English; fluency in a second language is preferred.
• Basic proficiency in Microsoft Office applications (Word, Excel, Outlook) and familiarity with venue management systems is an advantage.

Additional Information

• Shift duties are required. Shift hours [Day or Afternoon shift]
• Weekend/PH as well as irregular hours. [No graveyard shift involved]

NOTE: THIS IS A 2 YEARS CONTRACT ROLE