Customer Relations Executive

Marina Bay Sands Pte Ltd; Singapore; On-site; SGD 28,000 - 42,000; Full time

Job summary

Marina Bay Sands invites a customer-focused hospitality professional to assist casino guests during their visit, delivering exceptional service and coordinating guest needs.

The role includes liaising with hotel, transport, dining and guest relations teams, conducting familiarization tours, and promoting programs to Paiza players while adhering to company guidelines.

Qualifications

• Diploma or higher in Hospitality, Business, Marketing or related disciplines.
• Experience in Sales or Customer Service preferred; candidates with no relevant work experience welcome.
• Customer-focused with good problem-solving and teamwork skills.

Responsibilities

• Provide excellent service to casino guests and assist with their needs and requests.
• Assist guests with trip arrangements and ensure follow-up (hotel, transport, dining, etc.).
• Conduct guided MBS Casino familiarization tours for guests.
• Introduce programs to potential Paiza players with terms and conditions.
• Identify potential gaming patrons and collaborate with Market Development Sales Team on host management.
• Provide personalized service and establish rapport with assigned patrons.
• Engage guests through telemarketing and invite for events and promotions.
• Collaborate with Sales, Transportation, Hotel Operations, Cage, Table Games, etc. on guest feedback to improve service.
• Assist with execution of Special Events and Promotions.
• Ensure compliance with guidelines and regulations; perform ad hoc duties.

Skills

Customer service

Teamwork

Problem solving

Education

Diploma or higher in Hospitality, Business, Marketing or related disciplines

Tools

Outlook

Microsoft Office

Job description

Job Summary

Responsible for assisting casino guests during their visit to Marina Bay Sands (MBS).

Job Responsibilities

• Provide excellent and delightful service to casino guests and assist them with their needs and requests.
• Assist guests with their trip arrangements and ensure prompt and close follow-up (e.g. hotel arrangements, transportation arrangements, dining arrangements, etc.).
• Conduct guided MBS Casino familiarization tours for guests.
• Introduce programs (with the relevant terms and conditions) to potential Paiza players.
• Proactively identify potential gaming patrons and work with Market Development Sales Team on host management.
• Provide personalized service and establish close rapport with assigned patrons.
• Engage guests through telemarketing calls and invite them for repeat visits and/or events and promotions.
• Collaborate with stakeholders (such as Sales, Transportation, Hotel Operations, Cage, Table Games, etc.) on guests' feedback and with objective to enhance the service standards for guests.
• Assist with execution of Special Events and Promotions.
• Ensure compliance with the organization's guidelines and regulations when carrying out work duties.
• Perform all other ad hoc duties as and when required.

Job Requirements

Education & Certification

• Diploma or higher qualification in Hospitality, Business, Marketing or any related disciplines.

Experience

• Prior experience in Sales or Customer Service role preferred.
• Candidates with no relevant work experience are welcome to apply.

Other Prerequisites

• Customer-focused, excellent team player and possess good problem-solving skills.
• Willing to work various shifts, including mornings, afternoons, and overnight, as well as on public holidays.
• Able to communicate confidently in Mandarin, with at least intermediate proficiency in English, to effectively engage with Mandarin-speaking guests. Other Asian dialects or languages will be viewed favorably.
• Must be comfortable working in designated smoking environments as required by the role.
• Competent in Outlook and Microsoft Office program (Word, Excel, PowerPoint)

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.