Senior Executive (Visitor Centre)

Job Description

The role is responsible for the day-to-day management and smooth functioning of the Visitor Centre and its student-led guided tours at NUS. This role focuses on supervising operational workflows, overseeing the Student Ambassadors and Docents, and ensuring consistent service delivery.

Key Responsibilities:

1.    Visitor Centre Operations Management:

o    Oversee the setup, daily operations, and logistics of the Visitor Centre booths at UTown and other locations on campus.
o    Supervise the Student Ambassadors and Docents, providing guidance on their roles in handling visitor queries, and conducting tours and tourist education.
o    Ensure smooth coordination of resources such as timesheets, amplifiers, lanyards, and promotional materials, maintaining operational readiness.
o    Implement regular assessment reports to identify areas for operational improvement and ensure consistent quality in visitor interactions.

2.    Student Management and Support:
o    Lead the recruitment, onboarding, and training of Student Ambassadors and Docents, aligning with program objectives.
o    Develop recruitment strategies to attract high-quality Student Ambassador candidates who align with program requirements.
o    Monitor performance, provide feedback, and facilitate skill development to enhance student engagement and service delivery.
o    Prepare operational reports and updates focused on student performance and process efficiency.

3.    Registration Management for Student Ambassadors and Docents:

o    Oversee the Registration and Certification Process: Lead the end-to-end registration, certification, and official activation of Student Ambassadors and Docents, ensuring adherence to university policies and standards.
o    Optimize and Maintain Registration Systems: Regularly review and enhance registration systems for improved efficiency, accuracy, and compliance with both university protocols and relevant governmental directories.

4.    Visitor Centre Development:
o    Oversee Student Ambassadors in providing frontline support by handling visitor walk-ins and impromptu tours, ensuring a positive visitor experience.
o    Provide on-the-ground support to address immediate needs, decision-making, and escalations during peak hours or special events.
o    Collaborate on integrating Student Ambassadors’ and visitor feedback into long-term and strategic operational improvements.
 

Qualifications

1.    Education and Experience:
o    A good Bachelor’s degree.
o    Experience in operations management, student engagement, or visitor services, preferably within an educational institution or tourism-related setting.
o    Experience in coordinating teams and managing front-line operations, with a focus on enhancing visitor experiences.

2.    Skills and Competencies:
o    Operational Management: Ability to manage day-to-day operations, including resource allocation, logistics coordination, and problem-solving.
o    Leadership and Team Coordination: Experience in supervising and guiding student teams, managing schedules, and ensuring effective performance.
o    Communication and Interpersonal Skills: Strong verbal and written communication skills, with the ability to interact with diverse stakeholders, including students, visitors, and university staff.
o    Organizational Skills: Excellent ability to manage multiple tasks, prioritize duties, and ensure smooth operations under specified timelines.
o    Data and Reporting Proficiency: Ability to compile operational reports, analyze data, and use insights for continuous improvement in workflows and student management.

3.    Additional Considerations:
o    Prior experience managing student-led programs is a plus.
o    Familiarity with visitor management and engagement processes is advantageous.
o    A strong interest in education or community engagement is preferred.
 

More Information

Location: Kent Ridge Campus

Organization: Office of the Provost

Department : Undergraduate Education

Employee Referral Eligible:

Job requisition ID : 26209