Paiza Services Executive (VIP Call Centre)

605 Marina Bay Sands Pte Ltd; Singapore; On-site; SGD 29,000 - 47,000; Full time

Job summary

Marina Bay Sands in Singapore is seeking a customer-focused Call Center/Reservations Associate to handle patron inquiries by email and phone, process requests, and ensure timely, professional service in line with the venue's high standards.

Responsibilities include reservation processing for rooms, flights, transfers, and events, maintaining patron data, and collaborating with Sales and VIP Services to meet guest requirements while delivering excellent service daily.

Qualifications

• Diploma or higher qualification in Hospitality, Business, Marketing or related disciplines.
• Prior experience in Call Center or Customer Service preferred.
• Candidates with no relevant work experience are welcome to apply.
• Excellent verbal, written and interpersonal communication skills and telephone etiquette.
• 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.
• Competent in Outlook and Microsoft Office program (Word, Excel, PowerPoint).

Responsibilities

• Attending to Patrons’ enquiries, requests and feedback via emails and calls; ensure timely and professional responses.
• Follow up on outstanding enquiries with Patrons and internal stakeholders.
• Confirm and process reservation requests for rooms, flights, transfers, attractions, restaurants and limousines.
• Register Patrons for casino events, tournaments and promotions.
• Process redemption of casino offers such as rooms, birthdays and other promotions.
• Maintain Patrons’ information, preferences and tier entitlements accurately.
• Collaborate with Sales, International Marketing Operations, Player Development Operations, Hotel and VIP Services to meet Patrons’ requirements.
• Upsell higher room categories to Patrons and escalate incidents as needed.

Skills

Mandarin fluency

Customer service

Call center

Outlook

MS Office

Education

Diploma or higher in Hospitality/Business

Tools

Outlook

Microsoft Office

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

• Attending to casino Patrons’ and internal stakeholders’ enquiries, requests and feedback through emails and/or calls ensuring that their needs are attended to timely and professionally.
• Follow up on outstanding enquiries, requests and feedback with Patrons and internal stakeholders.
• Confirm and process reservation requests for rooms, flights, transfers, attractions, restaurants and limousines, as required by Patrons and internal stakeholders.
• Registration of Patrons for casino events, tournaments and promotions.
• Process redemption of casino offers such as room, birthday and other promotions.
• Ensure that Patrons’ information, preferences and tier entitlements have been maintained and recorded accurately.
• Assist with the creation of casino programs.
• Assist retailers with manual adjustment of Destination Dollars (i.e. earnings and redemptions) and Sands Dollars (i.e. redemptions only).
• Work closely with the Sales Teams, International Marketing Operations, Player Development Operations, Hotel and VIP Services to ensure all arrangements have been made to meet Patrons’ requirements while maintaining the highest level of customer service.
• Help maximize room revenue by up‑selling higher room categories to Patrons.
• Escalate to Supervisor all incidents and issues/matters which require further clarification(s) during the shift.
• Deliver professional, prompt and high-quality service experience to Patrons and internal stakeholders over the phone and email while maintaining Marina Bay Sands’ standards and departmental KPIs.
• Review and enhance processes and procedures to ensure efficiency of the operations.
• Perform all tasks in accordance with Marina Bay Sands policies and procedures, and in compliance with the respective local laws and regulations.
• 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 Call Center or Customer Service role preferred.
• Candidates with no relevant work experience are welcome to apply.
• Other Prerequisites Excellent verbal, written and interpersonal communication skills and telephone etiquette.
• 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.
• 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.

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.