Team Lead - Visitor Experience

Employment Type: Full-time Contract
Event Period: December 2026 to June 2027
Location: Bayfront, Singapore
Working Hours: 44 hours per week

Job Summary

The Team Lead – Visitor Experience supports the daily operation of a large-scale exhibition and leads a team of Visitor Experience Ambassadors. The role ensures smooth visitor flow, consistent service standards and a safe, welcoming experience for all guests.

The Team Lead will conduct daily briefings, deploy team members, monitor ground operations and serve as the first point of escalation for visitor concerns and operational issues.

Key Responsibilities

Team Leadership and Deployment

• Conduct pre-shift briefings and communicate daily operational updates.
• Deploy Visitor Experience Ambassadors across admission points, exhibition zones, queue areas and interactive spaces.
• Monitor attendance, punctuality, grooming and readiness of team members.
• Coordinate meal breaks and manpower rotations to maintain sufficient ground coverage.
• Guide, motivate and provide on-the-job coaching to team members.
• Ensure the team follows established service standards, SOPs and safety requirements.
• Provide feedback on team performance, conduct and training needs.

Visitor Experience

• Welcome visitors and ensure they receive clear, accurate exhibition information.
• Monitor service standards and proactively assist visitors who require additional support.
• Handle escalated enquiries, complaints and basic service-recovery situations professionally.
• Support families, elderly visitors, persons with disabilities and guests requiring special assistance.
• Ensure the team maintains a friendly, attentive and professional presence throughout the exhibition.

Admission, Queue and Visitor-Flow Management

• Oversee ticket scanning, admission procedures and entry-point operations.
• Monitor visitor volume, queues and crowd movement across assigned areas.
• Adjust manpower deployment according to crowd conditions and operational requirements.
• Coordinate with other teams to manage peak periods, group arrivals and special guests.
• Ensure visitors comply with exhibition guidelines and proper conduct within the venue.

Operational and Safety Support

• Conduct opening and closing checks for assigned areas.
• Monitor exhibition zones and promptly report defects, hazards or operational abnormalities.
• Respond to incidents and escalate safety, security, medical or technical matters to the appropriate parties.
• Support emergency procedures, crowd-control measures and visitor evacuation when required.
• Ensure accurate completion of attendance records, checklists, incident reports and shift handover notes.
• Provide timely updates to the Operations Executive or Operations Manager.

Requirements

• GCE N/O-Level, NITEC, Diploma or equivalent qualification.
• At least 1–2 years of experience in customer service, hospitality, tourism, attractions, events or retail.
• Prior experience as a Team Lead, Supervisor or Senior Service Crew member is preferred.
• Comfortable leading and deploying a frontline team in a fast-paced environment.
• Strong communication, problem-solving and service-recovery skills.
• Calm and decisive when handling crowds, complaints or unexpected situations.
• Able to stand and walk for extended periods.
• Proficient in English; additional languages would be an advantage.
• Interest in exhibitions, attractions or guest-experience operations is advantageous.

By submitting any application or resume to us, you will be deemed to have agreed and consented to us disclosing your personal information to prospective employers for their consideration.
We regret only shortlisted candidates will be notified.
Gwenneth Kirsten Wee
Reg No. R1545315 | EA: 25C3031 | UEN: 202527765K
gwenwee@antares.com.sg
Antares Management Services Pte Ltd