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Intern, Guest Experience

3 months ago

Singapore Jewel Changi Airport Devt Pte. Ltd. Full time

Guest Experience (Quality Service Management) Intern

The QSM intern plays an important role in Jewel's effort to deliver a high level of service to our guests. This is done through constant engagement and motivation of our frontliners whom we largely term as "Jewel hosts". They comprise tenant frontliners and service partners such as our Experience Concierge, Experience Rangers, Housekeepers etc.

Not only will the intern work closely with our hosts, successful applicants will also be given a chance to delight our guests directly through the project management of small-scale, interactive events during festive occasions.

While being tasked to work on projects independently, the QSM intern may also be given the opportunity to support larger projects helmed by other members of the QSM team. The QSM intern will also be required to present their plans to senior management, with the support of his/her reporting officer. If you believe in the importance of a seamless and delightful customer experience and are keen on shaping the Jewel experience, then we want you

Duties include:

  • Proposing ways to boost service standards of Jewel Hosts including execution and measuring the project's effectiveness
  • Taking charge of Jewel's recognition programme for service partners and tenants. He/she will be involved in the administration of the current recognition programme and review how to make the programme more effective
  • Assisting with Jewel Orientation Porgramme onboarding
  • Planning, sourcing and executing guest experience initiatives for festive celebrations such as Deepavali, Christmas, Chinese New Year and Valentines' Day
  • Managing Jewel's telegram channel which aims to engage service partners and tenants through creative and uplifting content
  • Organising various host appreciation events to keep morale high
  • Procuring logistics
  • Conducting service audits
  • Coordinating nominations for various internal and external recognition awards e.g. Changi Airport Group's Extra Mile Awards, Excellent Service Award (EXSA)

Other Duties

  • Review opening and closing processes by the Experience Rangers for Jewel's attractions at Canopy Park (e.g. introduce digitalized/automated work flows)
  • Generate visual tools to engage management (infographic, presentation, charts etc.)
  • Perform ad-hoc assigned duties as and when required

Requirements

  • Organised and meticulous, with the ability to multi-task
  • Strong collaborator, with the ability to work on projects independently
  • Passion for customer service
  • Logical and analytical thinker
  • Good communication and writing skills
  • Ability to work in a fast-paced and dynamic environment
  • Embraces growth mindset
  • Proficiency with Microsoft Office tools
  • Proficiency in Adobe Photoshop, Canva or similar tools for the creation of simple key visuals