Job Responsibilities
Customer Engagement and Relationship Management
- Proactively engage Premium Players on floor and develop strong professional relationships with new and existing Premium Players patrons to drive incremental visitation to Marina Bay Sands
- Respond and resolve players’ requests and feedback in a timely and professional manner to maximize customer satisfaction.
- Maintain effective communication and coordination with relevant stakeholders (such as Marketing Operations, Table Games, Cage, F&B, Hotel, Butler, etc.) on patrons’ requests and feedback and with objective to enhance the service standards for Premium Players and ensure seamless customer experience.
- Keep up-to-date and be familiar with events and promotions.
- Support execution of special events and promotions by assisting Premium Players on floor with redemptions proactively and participation in events for coordination
- Promote Paiza Lifestyle Experiences and Services to Premium Players
- Deliver premium customer experience and act as a key point of contact for customer touchpoints and interactions within the IR, and particularly the casino, in accordance with all applicable guidelines and company policies.
- Develop and record profiles on each player to ensure all customer touchpoints have the knowledge of individual preferences.
- Adhere to all organizational operating procedures, policies, and service standards.
Leadership, Planning, and Development
- Provide leadership to the team with a focus on their development and growth in alignment with personal and company objectives.
- Participate and contribute to the development and execution of marketing promotional programs specifically geared to the target market segments with the main objective to generate incremental profit.
- Actively participate in collaborative strategic planning processes within the team and with other departments to identify opportunities that will drive optimal growth and profitability for Marina Bay Sands.
- Embrace the OneMBS culture through empowerment of team members to further enhance the ability of team members to exceed customer expectations.
- Enable and support a culture of communication, collaboration and knowledge sharing to help build constructive, dynamic teams that exhibit the Marina Bay Sands core values.
Job Requirements
Education & Certification
- Degree in related field is preferred.
Experience
- Possess a minimum of 5 years solid experience in managerial positions in the field of Casino Marketing or Player Development
Other Prerequisites
- In-depth knowledge of Anti-Money Laundering Policy, Company Compliance Policy and Credit Policy
- In-depth knowledge of the gaming products and services offered at Paiza, especially the Premium Program offered by MBS.
- Knowledge of ACSC, DexRM, Opera as well as Table Touch system is preferred.
- Proficient in the use of basic Microsoft software including Word, Excel, Outlook, etc.
- Highly motivated, self-manageable, and sales-driven in a collaborative work culture
- Customer-centric and service-oriented, focused on hospitality and the customer experience.
- Proven organizational skills and time management capability.
- Adept at balancing the need for multi-tasking and prioritization of tasks.
- Embrace challenges and overcome obstacles with positive attitudes.
- Possess the ability to handle conflicts and solve problems in a culturally diverse environment.
- Champion a culture of collaboration, learning, and adaptability amongst team members
- Seek continuous learning and improvement in personal and professional capacities.
- Display leadership skills, executive presence, and general business acumen.
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.
