Assistant Manager, CX (Customer Experience) - MICE

• Role of the Assistant Manager, CX (for the specific assigned event) is to enhance and optimize the client's event experience within the Centre.
• To interpret the needs of the client ensuring needs are met with satisfaction, to respond promptly to and acknowledge client's queries or requests.
• To assist clients or their appointed event organizers to adhere to the rules & regulations, terms & conditions of our Centre to ensure that all Work Safety and Health procedures, security, fire safety regulations & government regulations are adhered to, in the interest of our Centre.
• Maintain adequate knowledge of and compliance to all departmental policies/service procedures/standards.
• Maintain positive guest relations at all times, and to endeavor to resolve any client complaints, ensuring optimal client and delegate satisfaction on the event floor.
• Ensure all event files are kept organized and current with all required information.
• To handle Meeting Incentive Conference (MIC) groups with 500 persons or less, and Local groups with 500 persons or less; from introduction to execution, event management and administration and post event including closing of work order, and all necessary paper work to be submitted to finance.
• To handle Internal Stakeholder events, from introduction to execution, event management and administration, and post event including closing of work order, and all necessary paper work to be submitted to finance.
• To shadow and support senior CX managers on high profile or VIP events (these events include repeat clients or large groups occupying more than one floor).
• To perform administrative support to senior CX Managers (for the assigned high profile or VIP event only) where required for any written correspondence or office tasks relative to the event, and concerning operational or logistic arrangement such as space bookings, F&B or AV requirements.
• To shadow and assist senior CX managers between our clients and our internal service providers for all event related matters from the point of contractual agreement to the event's completion.
• To handle Event Business Management Software (EBMS)
• To handle Point of Sale system (POS)
• To handle Service Now service management system (online business processes/ documents) such as Event Summary, Carpark request, etc
• To generate and distribute Banquet Event Orders (BEO), change orders and group resume
• To work with technical team on Computer Assisted Drawings (CAD) for floorplans
• To do Proforma invoice for upsell orders and services
• To work with Group Reservations, Credit, Meeting Services, Banquets and external vendors
• To work closely with any related departments to ensure client or event organizer's requests are followed through and completed timely and in a thorough manner as directed by Supervisory Manager.
• To attend scheduled departmental meetings and daily briefing as required.

• Diploma and above or event related field preferred.
• Minimum of 3 years experience in a similar role.
• Project management skills with experience handling multiple deadlines and schedules autonomously.
• Demonstrated interpersonal, verbal and written communication skills.
• Ability to work well with others in a deadline-driven team environment.
• Consistently demonstrates the knowledge, skills, abilities, and behaviour necessary to provide superior service to clients, peers, internal stakeholders, and to clients contracted providers and vendors.

• Any other ad hoc duties deem necessary and relative to execution of the assigned event.

Marina Bay Sands