Visit Experience Coordinator (Non-Executive)

Job Purpose

Play a crucial role in delivering exceptional visitor experiences within Petrosains or Petronas Twin Towers operations, which includes orchestrating seamless visitor engagements, crowd control, ticketing operations, call center management, adeptness in operational logistics and coordinating guided tours to ensure delivery of outstanding customer service and to safeguard PETRONAS interest, image and reputation.

Key Accountabilities

1) Visit Engagement

Implement effective and efficient visitor management, by providing hands-on assistance to visitors, applying in depth understanding of overall operations and ‘product knowledge’ effectively through responding to inquiries, offering information, guidance, and personalized recommendations to enhance their visit, cultivate positive visitor relationships and deliver a memorable and enjoyable experience that will ensure a high level of satisfaction and strengthen the organization’s brand image.

2) Operational Excellence

Implementation of the Standard Operating Procedures by maintaining vigilance over visitor traffic, managing queues efficiently, upholding impeccable standards of cleanliness and safety across the premises and promptly addressing any feedback to ensure a positive guest experience and achieving operational excellence.

3) Ticketing Operations

Implement all aspects of ticketing operations, including efficient ticket sales transactions, operational accuracy, maintain comprehensive product knowledge and satisfactory conflict resolution while upholding cash handling integrity, compliance to Standard Operating Procedures and ensuring customer service excellence, to safeguard PETRONAS interest, image and reputation.

4) Call Centre Operations

Proficiently handle Call Centre operations including attending to ticket booking, inquiries and feedback from inbound and outbound callers and via emails, as well as management of email inbox, ensuring efficient and smooth running of the Call Centre, to safeguard PETRONAS interest, image and reputation.

5) Guided Tours & Activities

Execute guided tours, supplementary visitor engagements, occasionally liaise with internal departments and external partners to facilitate VIP requests and special arrangements, and personalized concierge services when needed, fostering enriching experiences for all participants while ensuring seamless logistics and high visitor satisfaction.

6) Daily Operation

Effectively execute and coordinate overall daily operations when performing duty as Floor Manager by ensuring compliance to the Standard Operating Procedures, scheduling staff manning station, monitoring daily team performances, providing on job training for volunteers and assist with administrative tasks such as managing lost & found, and preparing reports as needed in order to ensure efficient overall operations’ performance.



Qualification, Experience & Competencies

Diploma in Tourism or Hospitality Industry or equivalent.

Previous experience in customer service or hospitality roles preferred.

Proficient in both Bahasa Malaysia and English. Additional languages eg; Chinese, Arabic & Thai are a bonus.

Excellent communication and interpersonal skills.

Strong organizational abilities and attention to detail.

Ability to work effectively in a fast-paced environment.

Genuine passion for people and hospitality industry.