Senior Officer - Venues Experience

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!

Benefit Highlight

• Opportunities for development and growth
• Medical, Dental and Insurance Benefit
• AWS [13 Month Bonus]
• Annual Performance Bonus
• Annual Increment
• Flexible Cash Benefit [$400 / Annual]
• 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.
• Manage cross-centres “hotline” info desk
• Conducts Front-of-House tours

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 escalate 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

Educational qualifications

• 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]