Intern, Customer Experience (CX) Analytics & Process Improvement

605 Marina Bay Sands Pte Ltd; Singapore; On-site; SGD 45,000 - 74,000; Full time

Job summary

Marina Bay Sands in Singapore is seeking an Internal Audit & QA Associate to support audits across F&B, attractions, casino and other touchpoints. You will assess service quality, measure performance, and help maintain data integrity in line with brand standards.

Your responsibilities include conducting monthly audits, analyzing data with SQL and Power BI, compiling reports for stakeholders, and supporting continuous improvement projects using the digital audit tool (QTX).

Qualifications

• Experience in customer service is a plus.
• Proficient in Microsoft Office Suite.
• Hands-on data analysis with SQL or Power BI is advantageous.

Responsibilities

• Conduct internal audits across multiple touchpoints in hospitality operations.
• Prepare monthly audit reports with data-driven insights.
• Assist in quality assurance and process improvements.
• Support data collection using the digital audit solution.

Skills

Customer service experience

Office suite proficiency

Data analysis (SQL, Power BI)

Tools

SQL

Power BI

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

• Internal Audits / Quality Assurance - (Food & Beverage / Attractions / Casino / Others) Experience and utilize the products & services offered to both city and hotel guests at various touchpoints in Marina Bay Sands.
• Perform monthly Internal Audits to measure both service and hardware such as: Purchase a ticket and experience our world-class entertainment offerings (ArtScience Museum, Sands SkyPark Observation Deck and Sands Theatre)
• Dine and get first-hand experience in the different F&B outlets
• Cleanliness and maintenance checks of premium high impact areas within MBS
• Evaluate the experience and provide a full report based on service and hardware.
• Ensure that all internal audits are being carried out while maintaining data accuracy, integrity, and in accordance to Marina Bay Sands’ brand standards.
• Analyze data points from the Internal audit program to share insights to operational stakeholders.
• Support on monthly / weekly reporting for Internal audits and the maintenance of the digital solution(QTX) used to collect these data from all stakeholders.

Projects

• Work on related projects and make recommendations for continuous improvement, based on processes, to drive business and revenue.
• Ensure that all projects initiated are completed within specified time frame and followed through and monitored regularly.
• Perform any other duties and responsibilities as and when assigned by Manager and above.

Voice of Customer (Surveys)

• Read daily guest comments/feedback about their stay.
• Identify if there are any repeat issues which needs to be highlighted to the departments.
• Analyse and categorize feedback based on a category.
• Search for possible gaps in the process and offer suggestions for corrective actions / improvements.

Job Requirements

• Required Experience Exposure in customer service would be an advantage.
• Proficient in using Microsoft Office Suite including Word, Excel and PowerPoint is mandatory.
• Hands-on experience of data analysis using tools such as SQL, Power BI, etc. will be an advantage.

Presence / Behavioral Characteristics

• Passion for providing exceptional customer service; customer-focused. Possess good interpersonal and communication skills (written and spoken) Detail-oriented, Resourceful, Organized, Meticulous and Mature Good planning and execution skills Team player. Possess positive attitude, proactive and able to multi-task Able to work flexible hours (as requested) Maintain the highest ethical standards, level of commitment and ability to cope with complexity and change Have a well-groomed and professional disposition at all times.

Physical Requirements / Work Environment

• Work inside and continuously maneuver in and around all areas of the offices and within the properties

Company Culture

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.

Marina Bay Sands has stood as an architectural marvel and the crown jewel in Singapore’s skyline. Home to the world's most spectacular rooftop infinity pool and approximately 1,850 rooms and suites, the integrated resort offers exceptional dining, retail, and entertainment choices, complete with a year-round calendar of signature events and festivals.

As one of the largest players in hospitality, Marina Bay Sands is dedicated to being a good corporate citizen to serve its people, communities and environment. It drives social impact through its community engagement programme, Sands Cares, and leads environmental stewardship through its global sustainability programme, Sands ECO360.

The integrated resort has been recognised locally and internationally, receiving over 1,000 awards and accolades to date. Marina Bay Sands is the largest hotel in Singapore to be certified to the Global Sustainable Tourism Council Industry Criteria for Hotels and Accommodations, while Expo & Convention has been named Venue of the Year at the Singapore MICE Awards for two consecutive years.