Senior Officer - Venues Experience

Arts House Group (AHG); Singapore; On-site; SGD 47,000 - 74,000; Full time

Benefits offered by this job

Development opportunities

Medical insurance

13th month AWS

Performance bonus

Annual increment

Overtime pay

Job summary

Arts House Group (AHG) is seeking a Senior Officer - Venues Experience in Singapore to lead front-of-house delivery, ensuring safe, welcoming visitor experiences across AHG venues. You will coordinate teams and manage day-to-day venue operations with a focus on guest satisfaction.

The role involves acting as Duty Manager on evenings and weekends, guiding casual ushers, handling incidents, and contributing to post-event reporting while maintaining high service standards.

Qualifications

• Diploma or relevant qualifications with equivalent years of experience.
• Minimum 3 years of experience in customer service or event management.
• Minimum 3 years of guided tour experience.

Responsibilities

• Front-of-House Operations: Oversee event-day FOH operations including readiness, setup, ticket checking, ushering, and patron assistance; lead casual ushers and manage patron queries.
• Operations Management: Act as Duty Manager during evenings, weekends, and holidays; respond to emergencies; supervise on-site staff; document incidents and updates; serve as liaison for VIP guests.
• Customer Service: Provide excellent visitor support and ensure a smooth audience experience; handle feedback and escalate issues.
• Event Coordination: Work with internal teams and event hirers to support smooth execution; ensure venue readiness and service standards.
• Reporting & Administration: Prepare post-event reports; assist scheduling, usher recruitment, and training activities.

Skills

Interpersonal skills

Communication

Tour leading

Team leadership

Problem solving

Venue operations

Safety procedures

MS Office

Education

Diploma or equivalent

Tools

MS Office

Job description

Join us to shape Singapore's arts landscape. Collaborate with passionate people, champion bold ideas, and bring iconic spaces to life. Your creativity fuels a vibrant cultural future.

Job Purpose

At AHG, we're all about creating unforgettable experiences for every visitor. As our Senior Officer - Venues Experience, you'll be the face of our cultural spaces and helping shape exceptional moments across our dynamic venues. If you're passionate about people and thrive in lively environments, we'd love to have you on our team!

• Opportunities for development and growth
• Medical, Dental and Insurance Benefit
• AWS [13 Month Bonus]
• Annual Performance Bonus
• Annual Increment
• Overtime Payment

Job purpose

• Responsible for the hands-on delivery of visitor services and front-of-house operations at performances and events.
• Ensures visitors and patrons enjoy a safe, welcoming, and memorable experience at the venues.

Duties and responsibilities

1. Front-of-House Operations

• Oversee and coordinate event-day FOH operations that includes ensuring centre readiness, setup, ticket checking, ushering, and patron assistance.
• Lead and brief casual ushers before events and oversee their performance.
• Manage on-site incidents, lost & found items, and patron queries.

2. Operations Management

Assume role of Duty Manager and act as the senior representative of the Venues Experience team during assigned evenings, weekends, and public holidays to

• Respond to emergencies, safety incidents, and urgent client needs.
• Supervise on-site staff, ensuring smooth operations and adherence to standards.
• Document incidents, decisions, and operational updates for review by senior management.
• Serve as the point of contact for VIP guests and event organizers during off-hours.

3. Customer Service

• Provide excellent visitor support and ensure a smooth audience experience.
• Handle feedback and elevate complaints or issues where necessary.

4. Event Coordination

• Work closely with internal teams and event hirers to support smooth event execution.
• Ensure venue readiness and service standards for the venues.

5. Reporting & Administration

• Responsible for post-event activity reports and incident documentation.
• Support scheduling, usher recruitment, and training activities.

Requirements

• Diploma or relevant qualifications with equivalent years of experience

Experience

• Minimum 3 years of experience in customer service or event management.
• Minimum 3 years of guided tour experience.

Specific skills required

• Excellent interpersonal and communication skills to engage with diverse audiences, including patrons, VIPs, and corporate partners
• Experience in leading public tours.
• Effectively lead and manage casual staff, promoting teamwork, adaptability, and a customer-first mindset for efficient operations
• Strong problem-solving skills to handle real-time operational challenges and customer complaints
• Experience in venue operations, event coordination, and hospitality services preferred
• Understanding of safety and emergency procedures in public venues
• Ability to multitask and remain composed under pressure in a fast-paced environment
• Proficiency in spoken and written English; fluency in a second language is preferred
• Basic proficiency in Microsoft Office applications (Word, Excel, Outlook) and familiarity with venue management systems is an advantage.

Additional Information

• This is a 2-year contract position.
• Shift duties are required. Shift hours [Day or Afternoon shift] , Weekend/PH as well as irregular hours. [No graveyard shift involved]