Assistant Manager, Sales & Experience Development (Tour Management)

• Design, curate, and enhance wildlife experiences that integrate conservation, nature, and public education.
• Inspire and educate guests on wildlife protection through interactive and engaging programmes.
• Prepare and present tours-related reports and strategy decks for sharing with stakeholders.

• Support the Manager in planning and overseeing day-to-day operations of tours and wildlife experience programmes, including bookings and logistics.
• Contribute to the end-to-end product development cycle and successful launch of new experiences.
• Collaborate with stakeholders to ensure smooth implementation and alignment with business and operational goals.
• Design and adapt experiences for Mandarin-speaking audiences where required.

• Oversee the delivery of tours and experiences, ensuring smooth coordination with internal and external stakeholders.
• Work closely with operations teams to maintain seamless communication and uphold tour standards and policies.
• Demonstrate knowledge of animal-related content to enrich visitor experiences.
• Handle guest enquiries, service recovery, and feedback professionally, escalating where necessary and preparing glitch/service reports when required.
• Confidently conduct presentations and engage with diverse audiences to deliver memorable experiences.
• Generate reports and handle financial tasks such as billing, inventory, procurement, and sales reporting to ensure efficiency and profitability.
• Support the training, coaching, and development of new hires and part-time staff.

• Diploma/Degree in Business, Events Management, Tourism, Hospitality, or related fields
• Minimum 5 years of relevant experience in Business/Events Management, Tourism, or Hospitality.
• Prior experience in managing tours, guest experiences, and full product lifecycle management (concept to execution) is preferred.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Strong guest experience and customer service skills.
• People management experience is an advantage.
• Holds or is willing to obtain a Class 2/Class 3 driving license, or Basic Theory & Final Theory certification for buggy driving.
• Experience in running camps/glamping experiences, teambuilding programmes, or outdoor engagement activities.
• Skilled in handling service challenges effectively with a solutions-driven mindset.
• Able to work on rotating shifts, weekends, and public holidays.
• Willing to take on other relevant duties as assigned to support business needs.

Mandai Wildlife Reserve