Casino Service Manager
2 weeks ago
**Job no**: 502328
**Work type**: Full Time
**Location**: Marina Bay Sands
**Categories**: Casino Floor Staff, Casino Management
**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
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