Job Description

JOB SCOPE

• Lead, grow, and evolve a team that is responsible for understanding and enhancing the customer experience.
• Drive the organization to improve customer operations for best-in-class customer experience delivery.
• Lead in the delivery of operational initiatives as per business requirements, providing feedback.
• Focus on customer service ensuring MBS\'s service values are embodied and that a seamless customer experience is constantly delivered.
• Manage the overall service operations of Mass/HLGA/Paiza areas.
• Ensure that overall, all departments assigned to Casino areas always adhere to the company\'s casino service standards.
• Coach and counsel Team Members in the performance of their duties.
• Stimulate a friendly and courteous attitude among Team Members by consistent example of pleasant expression, alert posture and hospitable manner.
• Manage the overall presentation of the gaming floor, always ensuring a high standard and in line with MBS\'s values are maintained.
• Monitor staff attendance and performance. Direct and manage the preparation and presentation of Performance Appraisal Reviews.
• Collaborate across internal teams - to identify opportunities to improve the customer experience.
• Liaise closely with other departments to ensure consistent service standards are developed and implemented and to ensure effective coordination.
• Responsible for maintaining effective communication channels through use of all mediums.
• Promote all products and services. Recommend suggestions for service improvement.
• Responsible for the overseeing and deployment of Service Team.
• Maintain a positive rapport and professional interaction with all Casino Operations Team Members and those from other Departments.
• Own & implement strategic projects influencing key Customer Service initiatives.
• Use data to build insights about business performance.
• Take accountability for metrics related to the customer experience.
• Develop progress reporting across functions.
• Prepare reports and presentations on data collected through customer feedback systems and provide analytical assistance on producing solutions.
• Use customer feedback to enable learnings and drive critical corrective actions in order to improve perception and establish customer loyalty.
• Work with various teams to define the strategy to enhance the customer experience, including resource allocation and new processes.
• Manage and support the effective promotion of the customer loyalty program ensuring TM\'s are aware of membership benefits.
• Perform research to identify product / customer experience gaps.
• Work with the product and development teams to drive innovation aimed at improving the customer experience.
• Lead by example and support a positive health and safety culture supporting MBS\'s safety policies.
• Perform internal Service Quality audits to identify gaps in our service standards. This includes planning the audits, training others on performing audits and vetting the audits before publishing to Operations.
• Identify processes in Operations that hinder us from delivering unforgettable memories to our guests. Look for possible gaps in the process, offer suggestions for corrective actions / improvements and work closely with Operations to ideate solutions and implement them.
• Organize and conduct Focus Group Meeting to identify customer needs and opportunities for customer experience enhancements.
• Identify service deficiencies in processes from observations/study for continuous improvement. This includes vetting of mystery shop reports, guest comments, survey feedback and analyzing the collective data for better insights.
• Optimize the Patron Experience across Casino through review of the full patron journey across all touchpoints.
• Support development of training materials with insights and audit findings to drive customer service excellence.
• Develop creative presentations, reports, and training materials to communicate customer insights and initiatives.
• Work on related projects and make recommendations for continuous improvement, based on process and productivity, to drive patron satisfaction.
• Ensure that all projects initiated are completed within specified time frame and followed through and monitored regularly.
• Perform any other duties and responsibilities as and when assigned by Manager and above.
• Meet all attendance and punctuality guidelines required of the position and adhere to regulatory, Departmental and Company policies.

JOB REQUIREMENTS

Education & Certification

• Minimum secondary / high school education (GCE \'N\' levels, \'O\' levels or Diploma.)

Experience

• Experience in a hospitality or customer service role.
• 5 years of management experience in a casino environment is an added advantage

Competencies

• Have a track record of personally providing excellent customer service.
• Proficiency with Microsoft software including Word, Excel and Outlook.
• Strong executional, time-management and prioritization skills with keen attention to details.
• Excellent communicator and a team player.
• Highly motivated, self-manageable, and results-driven in a collaborative work culture.
• Possess the ability to handle conflicts and solve problems in a culturally diverse environment.
• Fluent in English Language (for both written and verbal communications).
• Able to work on rotating shifts, public holidays, and weekends.

Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore. Our employees are committed to adhere to and abide by all rules, regulations, policies and procedures, including the rules of conduct and business ethics of the Company.

Advertised: 16 Nov 2023 Singapore Standard Time
Applications close:

Marina Bay Sands