Guest Engagement Officer

Marina Bay Sands; Singapore; On-site; SGD 36,000 - 60,000; Full time

Job summary

Marina Bay Sands is seeking a Customer Relations professional to help manage entry/exit points and ensure compliance across casino operations in Singapore. You will greet guests, verify access, and support high standards of service in a fast-paced environment.

The role requires attention to detail, the ability to handle guest requests, and a professional appearance. Previous hospitality or casino experience is preferred, with a focus on regulatory compliance and teamwork.

Qualifications

• High School Graduate.
• 1 year’s experience in a hospitality or casino role preferred.
• Track record of delivering excellent customer service.
• Attention to detail, speed and accuracy in job functions.
• Ability to stay calm, think clearly and resolve problems with good judgment.
• Ability to follow directions while balancing customer experience with regulatory requirements.
• Ability to work with minimal supervision, take initiative and be flexible.
• Professional grooming and appearance.

Responsibilities

• Manage entry and exit points into the Casino and High Limit Gaming Areas.
• Ensure compliance with regulations related to restricted access points into the Casino.
• Perform checks at posts including HLGA eligibility and Premium Player status.
• Monitor crowd levels and greet guests professionally.
• Support guest service by handling requests and escalating when needed.
• Maintain confidentiality of guest activity and casino operations.
• Contribute to a positive team environment and adapt to a fast-paced setting.

Skills

Customer service excellence

Attention to detail

Fast-paced multitasking

Problem solving

Regulatory compliance

Clear thinking

Teamwork

Professional grooming

Initiative & flexibility

Work with minimal supervision

Education

High School Graduate

Job description

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

• 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

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.
• 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.
• Any other duties as required.

Job Requirements

Education & Certification

• High School Graduate

Experience

• 1 year’s experience in a hospitality or casino role preferred.

Competencies

• Have a track record of personally providing excellent customer service.
• Excellent customer service skills.
• Learn system operations.
• Perform job functions with attention to detail, speed, and accuracy.
• Be a clear thinker, remaining calm and resolving problems using good judgment.
• Follow directions balancing customer experience with regulatory requirements.
• Work with minimal supervision.
• 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.