Customer Relations Executive

Marina Bay Sands Pte Ltd| Date Posted: 4-Jun-2019
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'N' Levels / 'O' Levels, ITE/ NITEC/ Higher NITEC, 'A' Levels, Diploma, Bachelor's / Honours, Masters / PhD

Job Description


1. Shift Coverage & Patron Services

  • Assigned at designated VIP Host Counters in the Ruby Room or High Limit area to attend to the needs and requests from all patrons in the area.
  • Identify patrons who require assistance and follow through with requests.
  • Proactively identify potential gaming patrons and refer them to the relevant country Sales teams.
  • Meet & greet and/or Send-off patrons at designated arrival points such as airport, hotel lobby, or casino entrance.
  • Assist designated VIP patrons with room registration at check-in.
  • Perform guided casino familiarization tours for new patrons as requested.
  • Work with PD Market Development team and Casino Services team to assist patrons with room and dining booking/cancellation.
  • Record and update patron contact and play information as well as service preferences in ACSC & DexRM.
  • Recognize VIP patrons’ special occasions i.e. birthdays and anniversaries, etc. and provide appropriate level of gifts and entertainment with management approval.
  • Collect patrons’ feedback on their experiences and field any follow-up requests to relevant teams.
  • Assist with promotions and executions of special events. Use ACSC to assign promotion codes for individual event and promotions.
  • Answer the PD Services duty phone and field patron requests through to appropriate teams.
  • Maintain and strengthen relationships with assigned loyal patrons via telemarketing and service focused activities.

2. Telemarketing

  • Conduct telemarketing sales calls to minimum of 400 designated patrons a month and achieve set targets such as booking conversion rate
  • Familiarize with patron data and prepare key talking points / offers before the call
  • Engage patrons in conversations and understand a patron’s specific needs and requests
  • Inform patrons of available special offers and services
  • Assist patron with trip itinerary arrangements and reservations
  • Log contact history into DexRM

3. Attend and participate in departmental and company events as required


  • College education in marketing / business and above in related field is preferred.
  • Minimum two years experience within a service or hospitality industry.
  • Must be able to keep confidential customer information proprietary as access to customer data is necessary.
  • Must comply with company and regulatory policies at all times.
  • Business development or sales & customer retention experiences from a service industry is preferred.
  • Familiarity with gaming industry and gaming rating systems is preferred.
  • Fluent in use of Microsoft Office Products (Excel, Word and PowerPoint).
  • Knowledge in any major Asia regional language is desirable.
  • Personable and approachable; possess strong customer service skills and mindset.