Senior Manager, Casino Guest Experience & Engagement

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

Oversee the deployment and effectiveness of the GEE Team to gather actionable guest feedback. Manage daily GEE operations of gaming areas, ensuring optimal staffing and service delivery. Lead, coach, and mentor direct reports including Guest Engagement Manager, Guest Experience Learning Specialist and Guest Experience Insights Specialist. Conduct performance reviews and manage staff attendance and productivity. Foster a positive and professional team culture through effective communication and leadership.

Assist in leading the execution of business initiatives and provide feedback on operational effectiveness. Maintain strong relationships with valued gaming guests, ensuring personalized service and engagement. Perform internal Service Quality audits to identify gaps in our service standards. This includes planning the audits, training others on performing audits and assisting in vetting the audits before publishing to Operations.

Identify processes in Operations that hinder us from delivering unforgettable memories to our guests. Look for possible gaps in the process, offer suggestions for corrective actions / improvements and work closely with Operations to ideate solutions and implement them. Organize and conduct Focus Group Meetings to identify guest needs and opportunities for guest experience enhancements. Identify service deficiencies in processes from observations/study for continuous improvement.

This includes vetting of mystery shop reports, guest comments, survey feedback and analyzing the collective data for better insights. Liaise with internal departments to ensure coordinated and consistent service delivery. Monitor and maintain the presentation and ambiance of the gaming floor in line with brand standards. Optimize the Guest Experience across the Casino through review of the full guest journey across all touchpoints.

Support development of training materials with insights and audit findings to drive guest service excellence. Develop creative presentations, reports, and training materials to communicate guest insights and initiatives. Work on related projects and make recommendations for continuous improvement, based on process and productivity, to drive guest satisfaction. Ensure that all projects initiated are completed within a specified time frame and followed through and monitored regularly.

Promote a culture of health and safety in alignment with company policies. Perform any other duties and responsibilities as and when assigned by Manager and above. Meet all attendance and punctuality guidelines required of the position and adhere to regulatory, Departmental and Company policies.

Job Requirements

Education & Certification Minimum secondary / high school education (GCE ‘N’ levels, ‘O’ levels or Diploma.)

Experience

Experience in a hospitality or guest service role. 5 years of management experience in a casino environment is an added advantage.

Competencies

Have a track record of personally providing excellent guest service. Proficiency with Microsoft software including Word, Excel and Outlook. Strong executional, time-management and prioritization skills with keen attention to details. Excellent communicator and a team player. Highly motivated, self-manageable, and results-driven in a collaborative work culture. Possess the ability to handle conflicts and solve problems in a culturally diverse environment.

Fluent in English Language (for both written and verbal communications). Able to work on rotating shifts, public holidays, and weekends. 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.