The Executive in Guest Experience & Ticketing leads by example with a fun and cheerful personality, delivering exceptional customer service to guests. They serve as the department point of contact, providing communication and decision-making support to other departments within Resorts World Sentosa. This individual provides guidance and direction to team members, ensures compliance with department standards, and addresses escalating guest concerns in a friendly and approachable manner. They also manage staffing levels, participate in training and development, and ensure operational efficiency to drive business continuity and achieve guest satisfaction.
Responsibilities:
- Display the highest standards of customer service through leading by example and exhibiting a fun and cheerful personality.
- Perform Department Duty Coverage role as the department point of contact, providing communication and decision making for Guest Experience & Ticketing during daily operations and special events, and also to other operating divisions within Resorts World Sentosa.
- Provide work directions to team members, ensuring compliance with department standards, work processes and procedures, including grooming standards. Perform counseling, coaching and performance reviews when required.
- Attend to escalating guest concerns and address them in a friendly and approachable manner, with the end in mind of achieving a win-win situation for both the guest and company.
- Maintain proper staffing levels on an ongoing basis and participate in training and cross-training of team members to ensure business continuity.
- Ensure operational efficiency, including manpower management, training and development, as well as proper and timely handling of issues/feedback relating to system/cash/service.
Requirements:
- Diploma/ Degree in Business, Tourism, Hospitality or any other relevant discipline.
- Minimum 1-2 years of experience working in a supervisory capacity.
- Knowledge of ticketing systems and operations.
- Excellent leadership and team management with the ability to lead by example and manage team members with effective communication and interpersonal skills.
- Possess a fun and cheerful personality, with excellent communication and problem-solving skills to handle escalating guest concerns.
- Able to work under pressure and adapt to changing situations in a fast-paced environment.
- Able to perform shift work, and willing to work during evenings, weekends and public holidays.
- Able to stand for long hours and work in an environment where there can be hot, humid and wet weather.
