Senior Supervisor/Supervisor, Service Ambassador (Customer Service)

JOB PURPOSE

• Provide excellent guest services to all internal and external guests.
• Deliver Sentosa service charter SHOW (Safe, Helpful, Outstanding, Welcome) at all guest contact points.
• Ensure area of responsibility is well managed and the overall operations are well coordinated and smooth.
• Lead and manage frontline staff.
• Prepare deployment, schedule staff for duty.
• Prepare and submit reports as assigned by EO.

JOB RESPONSIBILITIES

General

• Have a guest-centric mindset. Be customer-centric and provide an outstanding guest experience to internal and external guests.
• Be proactive and render assistance to guests.
• Have cultural intelligence. Able to bridge differences when interacting with people from another culture and understand that different cultures drive different behaviours.
• Render 1st aid when necessary.

Daily Duties

• Exercise proactiveness when on duty to engage guests.
• Plan and lead in guest engagement sessions.
• Ensure operational standards are being adhered to.
• Compute/track payroll for HRE staff.
• Conduct new staff On-Job-Training (OJT).
• Handle all cases pertaining to guest feedback in daily operations.
• Provide leadership on the ground in the absence of EO.
• Take action to correct or encourage staff’s actions.
• Track and monitor staff performance.
• Participate in the interviewing process of HREs/interns.
• Any other tasks as assigned.

Compliance

• Ensure good housekeeping in all areas. Defects to be reported to the supervisor immediately.
• Abide by SOP & guidelines.
• To be trained in 1st Aid & AED within 6 months of service.

Personal and Professional Integrity

• Be punctual and responsible at all times.
• Adhere to the company’s grooming standards and code of conduct.
• Ensure compliance with grooming standards and code of conduct.
• Practice good housekeeping.
• Uphold a positive company image.

Best Practices

• Be up to date on the current promotions, events, and happenings in Sentosa.
• Respond to urgent and crucial incidents and issues at all times.

Collaboration and Teamwork

• Work closely with other units to ensure orderliness during peak hours/crisis during weekdays and weekends.
• Collaborate with various operation units in managing situations within the island.

JOB REQUIREMENTS

• Candidate should ideally possess at least a diploma qualification or equivalent.
• At least 4 years of relevant working experience in a supervisory role.
• Good communication skills and comfortable in a frontline position.
• Able to work on weekdays, weekends, public holidays, and rotating shifts.
• Ability to perform under pressure and enjoy working in a fast-paced environment.
• Good written English and able to put up reports.
• Fluent in English and another language is advantageous.