Supervisor - Visitor Experience Duty

Job Purpose:

• Oversee daily visitor operations during assigned shifts to ensure service excellence, safety, and efficiency in guest handling.
• Act as the first point of escalation for frontline teams and manage real-time service delivery.

Job Responsibilities:

• Monitor guest services and ensure smooth shift operations.
• Supervise frontline staff and assign operational tasks.
• Manage guest queuing, flow, and crowd control at key locations.
• Handle guest complaints and provide immediate resolution.
• Ensure cleanliness, signage, and facilities readiness.
• Liaise with security and HSE during emergencies or incidents.
• Support event coordination and service deployment.
• Ensure compliance with service protocols and accessibility measures.
• Complete daily reports and incident summaries.
• Train and onboard new staff assigned to shift duty.

Job Requirements:

• Bachelor’s degree in Hospitality, Events, or a related field
• 6 years to relevant experience.

Technical Competencies

• Shift supervision and front-line coordination - Advanced
• Customer service and complaint handling - Advanced
• Crowd management and visitor flow planning - Advanced
• Service standards and SOP enforcement - Advanced
• Real-time incident escalation and reporting - Advanced
• Team task delegation and mentoring - Advanced
• Awareness of accessibility and safety procedures - Advanced
• Use of visitor operations systems (POS, scheduling) - Advanced