Guest Engagement Officer

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

Customer Relations Actively manage entry/exit points into Casino including all entry/exit points to High Limit Gaming Areas. Ensure compliance with regulations related to restricted access points into Casino including HLGA. Perform all necessary checks at assigned post in the Casino including entry/exit checks, HLGA eligibility, Premium Player status verification etc., as assigned. Monitor and manage crowd levels within the work environment.

Proactively greet guests, visitors, and others within the casino environment. Exhibit a professional attitude and readiness to assist guests, upholding Marina Bay Sands standards of customer service through proficiency in property knowledge, professional presentation and building of customer relationships. Handle ad hoc customer requests and complaints in a timely manner, resolving when possible and escalating when necessary.

Work flexibly to contribute to a supportive team environment Communication Maintain a positive rapport and professional interaction with all Casino Operations Team Members and those from other Departments. Facilitate communications between Casino Operations and other departments regarding supporting functions and maintaining the casino environment. Stay informed on the latest casino games, integrated resort amenities, promotions, and entertainment events.

Meet all attendance, punctuality and safety guidelines required of the position and adhere to regulatory, Departmental and Company policies. Actively promote services and events, and participate in necessary tournaments, events, and promotions. Keep all information on guest activity and Casino operations confidential. Contribute to a positive, empowering work environment by consistently performing assigned day-to-day responsibilities.

Meet the demands of a fast-paced environment by using good judgment and the ability to multitask. Any other duties as required.

Job Requirements

Education & Certification

• High School Graduate Experience
• 1 year’s experience in a hospitality or casino role preferred.

Competencies

• Have a track record of personally providing excellent customer service.
• Excellent customer service skills.
• Ability to:
• Learn system operations.
• Perform job functions with attention to detail, speed, and accuracy.
• Be a clear thinker, remaining calm and resolving problems using good judgment.
• Follow directions balancing customer experience with regulatory requirements.
• Work with minimal supervision.
• Take initiative and exhibit flexibility.
• Have an extremely well-groomed professional appearance. 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.