Guest Experience & Member Services Manager

Resorts World at Sentosa Pte Ltd; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

Resorts World at Sentosa Pte Ltd is seeking a Host in the Player Services division to manage day-to-day operations, attend to general enquiries and guest feedback, promote membership programs and events, and drive guest engagement across floor promotions and campaigns.

You will support the Senior Director/Director in developing training for the Host team, maintain confidentiality and data accuracy, ensure compliance with regulatory requirements and company policies, and adapt to rotating shifts

Qualifications

• Diploma or Bachelor's degree in Hospitality Management, Business Administration, Marketing or related discipline.
• 3–5 years of experience in customer service or hospitality.
• Strong communication and customer service skills.
• Ability to work independently and collaboratively in a team.

Responsibilities

• Manage day-to-day operations of player services including handling enquiries and guest feedback, promoting membership programs and events, and supporting floor promotions and member campaigns.
• Serve as a one-stop in-house host to identify and engage valuable customers and provide hospitality services as part of the player development function.
• Conduct surveys and analyze guest feedback to improve guest experience and plan members' promotions and events to encourage repeat visits.
• Support Senior Director/Director/Assistant Director in developing and implementing training programs for Host team members.
• Maintain confidentiality and data accuracy, ensuring compliance with regulatory requirements, company policies, SOPs, internal controls and service standards.

Skills

Strong communication

Customer service

Hospitality experience

Education

Diploma or Bachelor's degree

Tools

Microsoft Office

Job description

Resorts World at Sentosa Pte Ltd is seeking a Host in the Player Services division to manage day-to-day operations, attend to general enquiries and guest feedback, promote membership programs and events, and drive guest engagement across floor promotions and campaigns.

You will support the Senior Director/Director in developing training for the Host team, maintain confidentiality and data accuracy, ensure compliance with regulatory requirements and company policies, and adapt to rotating shifts