Experience Guide (Tour Guide & Operations)

Mandai Wildlife Group; Singapore; On-site; SGD 24,000 - 36,000; Full time

Job summary

Mandai Wildlife Group in Singapore seeks a dynamic team member to deliver immersive wildlife experiences, lead guided tours, and ensure smooth programme delivery.

You will engage guests with wildlife interpretation, handle enquiries, upsell add-ons, and support bookings, registrations and VIP hosting as required.

This role requires customer-focused service, the ability to work rotating shifts, and a passion for wildlife and conservation.

Qualifications

• Minimum educational qualifications: O levels / NITEC / Higher NITEC or Diploma in Tourism, Hospitality, Leisure, Events, Customer Experience, Education or related discipline.
• Experience in tourism, attractions, hospitality, customer service or guest operations preferred.
• Confident and comfortable speaking in front of individuals and groups.
• Strong customer service and interpersonal skills.
• Passionate about wildlife, nature, conservation and public education.

Responsibilities

• Conduct guided tours, premium experiences and corporate programmes across Mandai Wildlife Reserve.
• Perform Tour In-Charge duties and ensure smooth programme delivery.
• Engage guests with wildlife interpretation and handle feedback professionally.
• Support Mandai Lounge operations, guest registration and upselling add-ons.
• Manage bookings, payments and guest communication; coordinate with operations.
• Assist with tour equipment, inventory and training of part-time staff.
• Perform rotating shift duties, including weekends and public holidays.

Skills

Customer service

Communication

Interpersonal skills

Public speaking

Teamwork

Education

Diploma or related discipline

Tools

POS system

Job description

Job Duties and Responsibilities

Execute Immersive Wildlife Experiences

• Conduct guided tours, premium experiences, corporate programmes and other Wildlife Experiences independently across Mandai Wildlife Reserve.




• Perform Tour In-Charge duties and ensure smooth programme delivery.




• Engage guests through accurate and meaningful wildlife and conservation interpretation.




• Handle guest feedback and service challenges professionally, escalating matters where necessary.




• Support programme set-up, guest registration, site recce and operational preparation.

Mandai Lounge Operations

• Welcome guests and manage walk-in enquiries, bookings and guest requests at Mandai Lounge.




• Introduce, recommend and upsell tours, premium experiences and relevant add-ons.




• Support guest registration, pre-tour arrangements and handover to the assigned guides.




• Ensure Mandai Lounge is neat, welcoming and professionally presented.




• Support the hosting of VIPs, invited guests and special groups when required.

Customer Service and Enquiries

• Respond to guest enquiries through email, phone, text messages and walk-ins in a timely and professional manner.




• Provide accurate information on tours, pricing, availability and reservation procedures.




• Manage booking requests, update reservation records and coordinate tour availability with the operations team.




• Promote suitable Wildlife Experiences and convert enquiries into confirmed bookings.




• Support daily booking, sales and administrative reporting.

Reservations, Sales and Booking Coordination

• Promote Mandai’s Wildlife Experiences and recommend suitable products based on guests’ interests and requirements.




• Support sales conversion from initial enquiry through to confirmed reservation, including bookings received through Mandai Lounge.




• Manage walk-in, email, phone and online tour enquiries, and coordinate booking requests with the relevant operations team.




• Review daily bookings and ensure that reservation details are accurately reflected across the relevant booking systems, tour calendars and operational records.




• Check tour availability, confirm reservations with guests and communicate any changes or important information in a timely manner.




• Update booking details, guest particulars, special requests and operational notes accurately.




• Collect payment through POS and handle basic financial and administrative duties, including payment verification, billing records, sales reconciliation and inventory tracking, where assigned.

Support Operations and Guest Engagement

• Assist with tour equipment, inventory, logistics and operational materials.




• Coordinate with internal teams to ensure a seamless guest experience.




• Guide and support part-time staff and assist with training of new team members.




• Perform rotating shift duties, including weekends and public holidays.




• Perform other relevant duties assigned by the line manager.

Job Requirements

• Minimum GCE ‘O’ Level, NITEC, Higher NITEC or Diploma in Tourism, Hospitality, Leisure, Events, Customer Experience, Education or a related discipline.




• Experience in tourism, attractions, hospitality, customer service, sales or guest-facing operations is preferred.




• Experience conducting tours, programmes or public engagement activities will be an advantage.




• Confident and comfortable speaking in front of individuals and groups.




• Strong customer service, communication and interpersonal skills.




• Customer-oriented, energetic, positive and willing to learn.




• Able to work independently and as part of a team.




• Passionate about wildlife, nature, conservation and public education.