Guest Engagement Ambassador

WE TAKE YOU ABOVE BEYOND

Take your passion to the next level and work alongside other masters of their craft to build a fulfilling and rewarding career at Marina Bay Sands.

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 a 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 mínimal 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 gro