Guest Experience Officer

Guest Experience Officer

The Guest Experience Officer is responsible for delivering an outstanding customer experience throughout the customer's journey at the VR entertainment venue. The role combines customer service, event coordination, virtual reality operations, safety management, sales support, and basic technical troubleshooting to ensure safe, enjoyable and memorable experiences for all guests. The successful candidate will undergo a structured On-the-Job Training programme under the Career Conversion Programme (CCP) to acquire the knowledge and competencies required to operate independently.

Key Responsibilities Customer Experience

. Welcome and assist guests upon arrival.

. Register customers and verify bookings.

. Process ticket sales and payments.

. Explain available VR games, packages and promotions.

. Provide excellent customer service before, during and after gameplay.

. Handle customer enquiries professionally.

. Resolve customer concerns promptly and appropriately.

. Gather customer feedback to improve service quality.

VR Operations

. Prepare VR gaming stations before each session.

. Fit and adjust VR headsets and controllers correctly.

. Conduct safety briefings before gameplay.

. Guide first-time players on equipment usage.

. Monitor gameplay to ensure customer safety.

. Manage game session timing and player rotation.

. Maintain cleanliness and hygiene of VR equipment.

Event & Group Coordination

. Support birthday parties, school groups, corporate team-building events and private functions.

. Coordinate participant flow during group activities.

. Assist in organising event schedules and game rotations.

. Ensure smooth execution of customer events.

. Liaise with colleagues to maintain operational efficiency during peak periods.

Technical Support

. Perform routine operational checks on VR equipment.

. Conduct basic troubleshooting for VR headsets, controllers and gaming PCs.

. Restart systems and software when required.

. Escalate technical issues beyond basic troubleshooting to the appropriate personnel.

. Report equipment faults and maintenance requirements.

Sales & Business Support

. Recommend suitable VR experiences based on customer needs.

. Promote memberships, event packages and current promotions.

. Encourage repeat visits through excellent customer engagement.

. Support venue marketing initiatives where required.

Daily Venue Operations

. Perform opening and closing procedures.

. Maintain cleanliness and presentation of the venue.

. Conduct daily equipment inspections.

. Assist in stock and inventory checks.

. Prepare daily operational reports.

. Ensure compliance with company policies and Standard Operating Procedures (SOPs).

Workplace Safety

. Ensure customers comply with safety requirements before gameplay.

. Monitor safe use of VR equipment.

. Respond appropriately to customer incidents or emergencies.

. Follow Workplace Safety and Health (WSH) procedures.

. Maintain a safe and organised working environment.

Entry Requirements Suitable candidates should:

. Be interested in customer-facing roles.

. Demonstrate good interpersonal and communication skills.

. Be willing to learn new technology.

. Be able to work evenings, weekends and public holidays on a roster basis.

. Be physically able to assist customers with VR equipment.

. Have a positive attitude and willingness to learn. No prior VR experience is required as structured training will be provided.

Training Provided

The employee will undergo a structured 12-week On-the-Job Training (OJT) covering Customer service, Booking and payment systems, VR equipment operation, Workplace safety, Technical troubleshooting, Event management, Venue operations, Sales and customer engagement, Independent shift management