Patron Experience Quality Ambassador ID-5367
Job Responsibilities
Customer Relations
- 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.
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Communication
- 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.
Duties when deployed as an Access Ambassador
Customer Relations
- 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
Job Requirements
Education & Certification
- High School, Diploma preferred.
Experience
- 3-4 years’ experience in a hospitality or casino role preferred.
Competencies
- Have a track record of personally providing excellent customer service.
- Proficiency with Microsoft software including Word, Excel, and Outlook.
- Excellent customer service skills
Ability To
- 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.
