Job Description

• Facilitate stakeholder discussions and workshops using techniques, concepts, service models, customer journeys to enhance guests' experience
• Regularly discuss with the various Business Units, tenants and entities to share on the observations from the site-walks, categorizing areas of attention into level of priority in terms of guests' perspective as well as propose and implement solutions with the safety measures in mind to achieve guest satisfaction
• Drive service excellence and service culture initiatives to broadcast to all staff. Maintenance of the Wall of Engagement, communication posters, Experience page in Staff Portal to share on broad-based service content
• Review and refine staff engagement system to inspire staff to improve service delivery and elevate guest experience
• Leverage on existing channels to communicate and influence Service Ambassadors, with the aim of being the eyes and ears of DE and providing a positive guest experience e.g. via Guest Services Network
• Assist the Manager in the supervision of day-to-day operations for all Info Counters and review of department's SOP and Guidelines on Adhoc Promotions and Service Offering
• Reinforce service excellence and operations trainings for the GS team quarterly and lead the Guest Experience Team to achieve service excellence for all Club entities

Requirements

• Bachelor degree in Business, Marketing or equivalent
• At least 3 years of work experience preferably in market research or customer experience
• Excellent written and verbal communications
• Strong analytical, conceptualisation and problem-solving skills
• Strong PowerPoint and visual presentation skills
• Excellent facilitation skills in conducting brainstorming sessions and engaging stakeholders

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Additional Information

Career Level

Not Specified

Qualification

Not Specified

Job Type

Contract

Job Specializations

,

Company Overview

About NTUC Club @ Downtown East Established in 1986 as the entertainment and leisure arm of the National Trades Union Congress (NTUC), NTUC Club is committed to the social mission of providing affordable recreational experiences of choice for our members and the public.

We also support the Labour Movement and aim to build a more inclusive society in Singapore. This means taking a social responsibility towards our staff, the community, and the environment, which is core to everything NTUC Club does.

Brands and Entities

Our key properties include Downtown East, a lifestyle destination which provides exciting activities and fun facilities for members of the Labour Movement and public alike under one roof. With the completion of the five-year Refreshing Downtown East redevelopment project in 2018, Downtown East now includes the nature-inspired D'Resort, an expanded water park Wild Wild Wet, a myriad of retail dining and entertainment options at Market Square - E!Avenue and E!Hub, and union engagement amenities MUCE (Membership & Union Community Engagement).

Other brands under NTUC Club include Aranda Country Club, Orchid Country Club, Marina Bay Golf Course, Quebec Leisure as well as clubhouses such as Scarlet City, Happy Days, Jest D'Place and Union Square.

NTUC Club also engages members of the Labour Movement at their various life stages - nEbO, the junior membership arm of NTUC for youths aged 12 to 25; U Live, the community for active agers aged 55 and above; and U Sports, for sports enthusiasts.

Social Commitment

NTUC Club's Family Fun Fiesta (F3) is one of the ways we fulfil our social purpose to ensure no one is excluded from enjoying quality recreational experiences. Held several times a year, F3 provides lower-income NTUC members and their families with complimentary experiential fun at our facilities.

In addition, we also give back to the community by volunteering and working with various beneficiaries. Our staff visited beneficiaries such as Willing Hearts and Singapore Food Bank, to help prepare meals. Together with the Attractions, Resorts & Entertainment Union (AREU), our staff sewed stuffed toys made from socks, with proceeds going to Dignity Mama to enable young adults with disabilities to gain basic entrepreneurial skills and lead independent lives.

If you aspire to be part of the Labour Movement, and believe in our social mission, find out more at: www.ntucclub.com/career.

Additional Company Information

Registration No.

S86SS0105G

Company Size

501 - 1000 Employees

Average Processing Time

26 days

Industry

Hotel / Hospitality

Benefits & Others

Miscellaneous allowance, Medical, Sports (e.g. Gym), Regular hours, Mondays - Fridays, Business (e.g. Shirts), Flexible Allowance