VIP Guest Experience & Reservations Specialist

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

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.