Senior Guest Service Ambassador/Guest Service Ambassador

THIS IS A 2-YEAR RENEWABLE / CONVERTIBLE CONTRACT ROLE.

At the Singapore Discovery Centre (SDC), a member of Defence Collective Singapore Limited (DCS), we are dedicated to providing an immersive and engaging experience for all our visitors. As a Guest Experience Ambassador, you will play a crucial role in ensuring that every guest leaves with unforgettable memories and a deeper understanding of our narrative. This position will report directly to the Executive for Guest Experience.

Responsibilities:

• Represent DCS by creating exceptional experiences for our guests.
• Build rapport with visitors, managing their needs and expectations throughout their visit.
• Engage guests by delivering informative narrations and explanations on our exhibits, attractions, and activities.
• Perform operational duties across various stations including ticketing, memberships, retail, exhibitions, attractions (e.g. Laser Tag, Escape Room, and Crossfire Blaster), iWERKS theatre, and mascot appearances.
• Prepare and facilitate fun indoor and outdoor activities for guests.
• Provide the first level of service recovery when necessary.
• Handle monetary transactions and ensure accurate daily collections.
• Respond to telephone and email inquiries promptly and professionally.
• Conduct routine checks and basic corrective measures to maintain the serviceability of exhibits, facilities, and equipment.
• Opportunities for tour guiding are available, with training provided.
• Conduct engaging and informative guided tours for permanent galleries and all special, thematic, and travelling exhibitions.
• Ensure proper handling of daily monetary transactions and compliance with financial procedures.
• Always prioritise guest safety. Attend to guest safety, including responding to emergencies and administering first aid when necessary.
• Respond promptly and professionally to guest enquiries and feedback, including service recovery when needed.
• Manage correspondence via the SDC's official enquiry channels, ensuring timely and accurate responses.
• Collect and relay visitor feedback, contributing to service improvement initiatives and operational refinements

Requirements:

• ITE or Diploma in Tourism, fresh graduates can apply
• Extremely hands on environments, needs to be proactive as well as pragmatic in decision making
• Customer-centric mindset with a passion for delivering exceptional service
• Enthusiastic about learning and performing a variety of tasks
• Patient and tactful when handling challenging situations
• Enjoy interacting with people from diverse backgrounds
• Comfortable speaking to audiences of varying sizes
• Excellent time-management skills with some decision-making ability
• Can-do attitude, strategic thinking, with a passion for new products and solutions
• Strong numerical and analytical skills and attention to details
• Excellent organisational and time management skills
• Good written, verbal communication and presentation skills
• Able to perform shift work/weekends when required

Why Join Us:

• Be a part of a meaningful mission to educate and inspire through the Singapore's stories and exhibits.
• Enjoy a dynamic, inclusive work environment with opportunities to lead and grow.