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 Manage Day to Day Operations
- Assist Front Office Manager to carry out all business operational activities
- Resolve issues pertaining to guest's negative feedback and manages the complaint efficiently
- Conduct daily pre-shift
- Disseminate with clarity of all existing and new promotional packages.
- Collaborate closely with internal team and relevant departments to ensure seamless guest's experience.
- As and when necessary, support Front Desk with check in, check out and cashiering transactions.
- Manage Front Office operations according to organizational operating procedures, policies, and service standards.
- Assist the execution of enhancement projects and new processes and follow-through with detailed evaluation.
- Review manpower allocation for front office operations.
- Identify and resolve deviations and irregularities related to front office operations.
- Conduct regular audits and inspections with detailed report to relevant department. Lead Service and Operational Excellence
- Conduct service audit to ensure Service Quality Standards are met.
- Innovate new ideas to enhance guest experience and revenue generation.
- Manage guest experience consistently according to MBS service standards, brand attributes and compliance.
- Be directly involved in any service enhancement or review of service measurement index such as Net Promoter Score (NPS), this includes the action plan and follow through to improve the score.
- Respond, resolve, and review guest comments, requests, and complaints in a timely and professional manner. Manage Operational Risks
- Implement Marina Bay Sands Workplace Safety and Health Policy practices
- Ensure that all TMs are complying to all MBS policies and guidelines.
- Report any work incidents; may include vandalism, fight, fire, abuse, accidents, etc.
- Monitor activities in both front and back of the house; report any suspicious characters, items and/or activities to Security Department.
- Manage emergency situations. Achieve Employee Engagement
- Be a Mentor to guide TM on their career and personal goals
- Establish learning and development plans and opportunities to enhance staff work performance.
- Ensure that all team members including self are well groomed as per company standard.
- Hold regular meetings to communicate departmental updates and review of operational standards
- Create a pleasant working environment that inspires the team and cultivate OneMBS culture.
- Review TMs performance and provide constructive feedback to achieve organizational goals. Manage Documentation, Financial and report management
- Attend scheduled departmental meetings as required.
- Prepare scheduled reports as stipulated by management.
- Review systems and processes for workflow and productivity improvement.
- Contribute ideas and cooperate in the execution of on-going initiatives
- Implement sustainability programmes to drive organisational green initiatives.
- Perform any other duties and responsibilities as and when assigned by ManagementJob Requirements Education & Certification
- Diploma/Degree in hospitality or related field preferred Experience
- Minimum 3-year experience in the same capacity Other Prerequisites
- Strong leadership skills and ability to operate and successfully arbitrate in a complex international, multicultural environment
- Willing to work various shifts, including mornings, afternoons, and overnight, as well as on public holidays
- Proficient in the use of Property Management System and Microsoft Office applications
- Experience in preparing presentation materials
- Highly articulate of English, and any additional language is an advantage
- Outstanding guest relation and problem-solving skills
- Excellent, planning, execution, time management, organizational, communication and motivational skills
- Pays attention to details and have strong customer service skills
- Mature, meticulous, resourceful, organized, and able to work independently
- A team player and takes initiative to assist other Team Members when required
- Have impeccable follow-through; and Can Do attitude and mindset
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.
