Service Ambassador

Job Purpose

• The Service Ambassador supports the day-to-day operations of the station, which includes preparing the station for revenue service and providing excellent customer service to visitors.
• He/She monitors commuter flow and manages crowds during peak hours and/or during service degradation.

Responsibilities

• Opening and closing of Sentosa Express stations including all facilities and amenities.
• Conducting regular station inspections and security checks which include checking, monitoring, and ensuring functionality and cleanliness of the station’s facilities such as escalators, lifts, lights, fans, barricades, equipment (first aid kit, fire extinguisher, emergency buttons), and amenities (toilet and nursing room).
• Working with Sentosa Development Corporation (SDC) Command Centre(s) to report and follow up faults with relevant SDC's departments for rectification, if any.
• Facilitating urgent corrective maintenance works that affect guests’ movement at stations during service operating hours without compromising guests’ safety.
• Coordinating with Operation Command Centre (OCC) and external agencies on recovery efforts during major incidents or service disruptions.
• Providing warm and friendly service and being proactive to help when needed, such as assisting guests with priority boarding (e.g., elderly, pram, wheelchair access), and providing guest services at various touch points in the vicinity of the Sentosa Express stations.
• Managing crowd control, including station evacuation by deploying queue management barricades, and providing queue line control for the entire queue leading to express service.
• Managing deployment of signages and providing directions for guest diversion to an alternate mode of transport during peak periods and/or Sentosa Express Service delay/disruption.
• Coordinating crowd handling/diversion of guests to alternate mode/s of transport during crowded situations.
• Assisting in the detrainment of scheduled or unscheduled monorails.
• Providing first-line maintenance of PGD/PSD with approved SOP for recovery of fault.
• Providing information to Sentosa guests, not limited to transportation, attractions, way-finding information, ongoing island attraction promotions, events, etc.
• Attending to passengers’ feedback or complaints.
• Providing feedback/communication on crowd situation status at stations to OCC and SDC Command Centre(s).
• Providing exigency services, such as first aid/CPR, lost and found property, distress situations, missing persons, and wheelchair-bound guest special needs.
• Manning flap gates at the Sentosa Express station(s).
• Performing Island Admission (IA) checks to prevent card misuse.
• This is a full-time position which requires the incumbent to perform rotating shift work based on the duty roster, including weekends and Public Holidays.

Qualifications & Work Experience

• GCE ‘O’ level or equivalent and assessed to be competent in accordance with industry standards.

Skills

• Enjoys communicating with people and is service-oriented.
• Able to work in a fast-paced and customer-facing environment.
• Possesses a service-oriented mindset and pleasant disposition.
• Able to multi-task effectively when responding to station operation requirements.