Guest Engagement Ambassador

Job Responsibilities

Customer Relations

• Proactively greet guests, visitors, and others within the casino environment.
• Exhibit a professional attitude and readiness to assist guests, improving customer service through team proficiency in property knowledge, and building customer relationships by understanding guest preferences within the Casino.
• Guide guests to various areas, including Restaurants, Casino, Showroom, and other amenities.
• Solicit guest feedback, address queries or concerns and channel to Management for attention if required.
• Handle customer requests and complaints in a timely manner, and if necessary, engage other departments to ensure customer satisfaction.
• Develop new relationships with potential players and nurture existing player relationships by observing and acknowledging special events such as birthdays, anniversaries, etc. whenever possible.
• Answer guests' questions about casino games, casino/hotel amenities, restaurants, promotions, and entertainment utilizing iPads.

Audits

• Responsible for independently conducting assigned audits/surveys both on and off property.
• Conduct internal quality audits aligned with Forbes, Marina Bay Sands, or international standards, identify, and report any service gaps, and submit suggestions for rectification.
• Complete audit submissions through a variety of formats, including live platforms such as QTX/Qualtrics etc.
• Conduct routine checks for any defects or areas of concern that will detract from the guest experience.
• Analyze and report on Team Members' adherence to trained standards, emphasizing the assurance of service competency across all locations.
• Support with follow-up audits as needed.
• Monitor and document customer journey, ensuring updates to touchpoints are promptly made in response to alteration in physical locations or changes to processes.

Communication

• Maintain a positive rapport and professional interaction with all Casino Operations Team Members and those from other Departments.
• Facilitate communications between Casino Operations and other departments regarding supporting functions and maintaining the casino environment.
• Stay informed on the latest casino games, integrated resort amenities, promotions, and entertainment events.
• Demonstrate effective communication and carry out scenarios during audits.
• Meet all attendance, punctuality and safety guidelines required of the position and adhere to regulatory, Departmental and Company policies.
• Actively promote services and events, and participate in necessary tournaments, events, and promotions.
• Keep all information on guest activity and Casino operations confidential.
• Contribute to a positive, empowering work environment by consistently performing assigned day-to-day responsibilities.
• Meet the demands of a fast-paced environment by using good judgment and the ability to multitask.

Duties when deployed as an Guest Engagement Officer

Customer Relations

• Actively manage entry/exit points into Casino including all entry/exit points to High Limit Gaming Areas.
• Ensure compliance with regulations related to restricted access points into Casino including HLGA.
• Perform all necessary checks at assigned post in the Casino including entry/exit checks, HLGA eligibility, Premium Player status verification etc., as assigned.
• Monitor and manage crowd levels within the work environment.
• Proactively greet guests, visitors, and others within the casino environment.
• Exhibit a professional attitude and readiness to assist guests, upholding Marina Bay Sands standards of customer service through proficiency in property knowledge, professional presentation and building of customer relationships.
• Handle ad hoc customer requests and complaints in a timely manner, resolving when possible and escalating when necessary.
• Work flexibly to contribute to a supportive team environment

Job Requirements

Education & Certification

• High School, Diploma preferred.

Experience

• 3-4 years' experience in a hospitality or casino role preferred.

Competencies

• Have a track record of personally providing excellent customer service.
• Proficiency with Microsoft software including Word, Excel, and Outlook.
• Excellent customer service skills
  
  Ability to:
• Perform job functions with attention to detail, speed, and accuracy.
• Prioritize and organize.
• Be a clear thinker, remaining calm and resolving problems using good judgment.
• Follow directions thoroughly.
• Understand guest service needs.
• Work with minimal supervision.
• Ability to take initiative and exhibit flexibility.
• Have an extremely well-groomed professional appearance.

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.