Attending to casino Patrons and internal stakeholders enquiries, requests and feedback through emails and/or calls ensuring that their needs are attended to timely and professionally.
Follow up on outstanding enquiries, requests and feedback with Patrons and internal stakeholders.
Confirm and process reservation requests for rooms, flights, transfers, attractions, restaurants and limousines, as required by Patrons and internal stakeholders.
Registration of Patrons for casino events, tournaments and promotions.
Process redemption of casino offers such as room, birthday and other promotions.
Ensure that Patrons information, preferences and tier entitlements have been maintained and recorded accurately.
Assist with the creation of casino programs.
Assist retailers with manual adjustment of Destination Dollars (i.e. earnings and redemptions) and Sands Dollars (i.e. redemptions only).
Work closely with the Sales Teams, International Marketing Operations, Player Development Operations, Hotel and VIP Services to ensure all arrangements have been made to meet Patrons requirements while maintaining the highest level of customer service.
Help maximize room revenue by up-selling higher room categories to Patrons.
Escalate to Supervisor all incidents and issues/matters which require further clarification(s) during the shift.
Deliver professional, prompt and high-quality service experience to Patrons and internal stakeholders over the phone and email while maintaining Marina Bay Sands standards and departmental KPIs.
Review and enhance processes and procedures to ensure efficiency of the operations.
Perform all tasks in accordance with Marina Bay Sands policies and procedures, and in compliance with the respective local laws and regulations.
Perform all other ad hoc duties as and when required.
