Liaise with the Transport Team for the assigned group's bus arrivals/departuresMeet and orient school groups from the bus area by offering a welcoming and courteous greeting Process the group entry ticket for the school, coordinate with the Ticketing Team for any additional admissions, and assist in queueing for PSA screenings.Guide school groups through dedicated journeys (provided by School Operations team)Obtain a level of Expo 2020 site knowledge to be able to assist in providing content related to the Public Realm and thematic pavilions plus International Participants pavilions; must be able to respond to random questions from students/teachersReport any lost group members to relevant Expo 2020 staffCoordinate with relevant teams to ensure the school groups are receiving the relevant services they are expected to receiveSupport Students of Determination and visitors with accessible needsLiaise with responsible Functions to deal with injuries/illness and escalate accordinglyEnsure compliance to all safety regulations and Expo 2020 policies and inform management in case of violationsPerform other duties as assigned or any other duties as may be reasonably requested by the Expo School Operations TeamUnderstand the functionality of the tour-guide app (a system designed for the tour guides to know their schedule and the exact route they will be taking their group to) and operate it rightfully.

Provide peer mentorship, academic review, tutoring, and referral services to mentees in a group or individual setting as well as in the Mentoring for Success Program's forum.Facilitate weekly study sessions for participants in target population and maintain participant study session sign-in logs.Meet with assigned mentees on a regular (usually weekly) basis and maintain student activity logs.Maintain frequent and regular contact with program staff and participants, providing appropriate responses and follow-ups as needed.Attend all other scheduled activities, events, staff meetings and meetings related to the program; provide reasonable excuses and documentation to the program director if unable to attend any activity, event, or meeting.Assist in planning, organizing, and publicizing program events, offering appropriate feedback and suggestions in a timely manner.

Provide mobile response to incidents.Monitor and maintain station operational status and to ensure the safety and comfort of passenger movement within the tram and station premises.Carry out controlled/uncontrolled/emergency evacuation of passengers.Assist and mitigate overcrowding on platforms to ensure that passengers flows are managed in an orderly manner.Provide information on ticket sales, metro services information and respond to passenger enquiries.Distribute publicity materials and handle lost property; meet and greet customers and provide a highly visible and proactive level of customer service.Perform shift and emergency duties when requiredEnforce safety procedures and instructions and carry out necessary procedures to ensure the safety of members of the public and employees of the metro system.Render all possible assistance to customers, in particular those with special accessibility needs.Provide a high-level revenue protection presence on metro and stations.

Performed ad hoc deep dive analysis for specific business problems.Documents business processes and analyses procedures to see that they would meet changing business needs.Maps current processes and offers recommendations for improvement.Identify agent strengths and opportunities and report findings up to supervisors.Respond to internal inquiries for coaching assistance via the subject matter expert queue, office communicator, and email.Assume responsibility for resolving member escalations by working with multiple business partners while consistent communication is present with the member.Coach agents on how to navigate through systems to find information needed for work.