Patron Experience Quality Ambassador

• Proactively greet guests, visitors, and others within the casino environment.
• Exhibit a professional attitude and readiness to assist guests, improving customer service through team proficiency in property knowledge, and building customer relationships by understanding guest preferences within the Casino.
• Guide guests to various areas, including Restaurants, Casino, Showroom, and other amenities.
• Solicit guest feedback, address queries or concerns and channel to Management for attention if required.
• Handle customer requests and complaints in a timely manner, and if necessary, engage other departments to ensure customer satisfaction.
• Develop new relationships with potential players and nurture existing player relationships by observing and acknowledging special events such as birthdays, anniversaries, etc. whenever possible.
• Answer guests' questions about casino games, casino/hotel amenities, restaurants, promotions, and entertainment utilizing iPads.

• Responsible for independently conducting assigned audits/surveys both on and off property.
• Conduct internal quality audits aligned with Forbes, Marina Bay Sands, or international standards, identify, and report any service gaps, and submit suggestions for rectification.
• Complete audit submissions through a variety of formats, including live platforms such as QTX/Qualtrics etc.
• Conduct routine checks for any defects or areas of concern that will detract from the guest experience.
• Analyze and report on Team Members’ adherence to trained standards, emphasizing the assurance of service competency across all locations.
• Support with follow-up audits as needed.
• Monitor and document customer journey, ensuring updates to touchpoints are promptly made in response to alteration in physical locations or changes to processes.

• 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.
• Demonstrate effective communication and carry out scenarios during audits.
• 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.

• 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

• High School, Diploma preferred.

• 3-4 years’ experience in a hospitality or casino role preferred.

• Have a track record of personally providing excellent customer service.
• Proficiency with Microsoft software including Word, Excel, and Outlook.
• Excellent customer service skills

• Perform job functions with attention to detail, speed, and accuracy.
• Prioritize and organize.
• Be a clear thinker, remaining calm and resolving problems using good judgment.
• Follow directions thoroughly.
• Understand guest service needs.
• Work with minimal supervision.
• Ability to take initiative and exhibit flexibility.
• Have an extremely well-groomed professional appearance.

Marina Bay Sands