Senior Guest Experience Executive

Kiztopia is a successful start-up and the biggest indoor children playground in Singapore! We are seeking a highly motivated, creative and experienced Senior Guest Experience Executive to join our team in Singapore. As the Senior Guest Experience Executive, you will be responsible for developing and executing engaging event programs and creating high-quality content in our events activities such as birthday party, school visit, stage performance, playground activity. You will play a crucial role in coordinating and managing events and producing compelling content across various platforms. This is an exciting opportunity for a self-motivated individual with a passion for program management, content creation, and audience engagement.

Highlights of what we offer:

. Dynamic, fun and rewarding working environment

. Close knitted team

. Good employee benefits (eg. medical insurance, on job training, etc.)

. Career growth and development opportunities

Roles and Responsibilities

1. Manage and respond to all incoming enquiries via phone, email, WhatsApp, and walk-ins, providing prompt and helpful information.

2. Present party packages clearly, highlighting key features to generate interest.

3. Recommend relevant add-ons and upgrades to enhance the guest experience and maximize revenue.

4. Document all customer preferences and special requirements accurately.

5. Prepare invoices, process deposits, and ensure all payments are collected on time.

6. Act as the dedicated point of contact for guests before, during, and after their event.

7. Generate service orders and coordinate with external vendors (decor, entertainment, etc.) to ensure all requirements are met.

8. Coordinate with the execution team on staffing and resource flow.

9. Track and maintain inventory for event consumables and equipment.

10. Train and certify Party Masters to host events, providing active coaching to maintain high service quality on the floor.

11. Conduct regular audits of Party Masters to ensure hosting standards are met. Identify gaps and mandate re-training where necessary to protect the brand experience.

12. Continually review and update training materials.

13. Analyze existing workflows to identify bottlenecks and implement faster, more efficient processes.

14. Serve as a mentor to the Guest Experience team, providing daily guidance and troubleshooting support for complex bookings or disputes.

15. Assist the Guest Experience Manager with data analysis, report generation, market research, and reviewing product offerings to stay competitive.

16. Stand in for the Guest Experience Manager during their absence, overseeing the department's daily operations.

Job Requirements

1. Able to perform shift schedules and commit during peak periods (i.e. School Holiday, Weekends, Public Holiday) with long hours of standing/walking.

2. Motivated individual who likes to explore new thing and learn new skills

3. Excellent communication and interpersonal abilities, with a strong customer-centric approach.

4. Well-organized and detail-oriented, capable of handling multiple bookings and tasks at the same time.

5. Proactive, adaptable, and positive, with the ability to perform effectively under pressure in a fast-paced setting.

6. Skilled in using booking platforms, spreadsheets, and reporting software.

7. Competent in coordinating with vendors, managing orders, and monitoring inventory levels.

8. Flexible availability, including willingness to work weekends or during event periods as needed.

Qualifications Requirements:
1. Diploma in Hospitality, Tourism, Business Management, or a related field.