Temp Service Quality Assistant (4 months)

Marina Bay Sands Pte Ltd| Date Posted: 21-Jul-2019
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Qualification:
'N' Levels / 'O' Levels, ITE/ NITEC/ Higher NITEC, 'A' Levels, Diploma, Bachelor's / Honours, Masters / PhD

Job Description

JOB SCOPE

Mystery Shop (Hotel / Food & Beverage / Attractions)

  • Experience and utilize the products & services offered to both city and hotel guests at various touchpoints in Marina Bay Sands.
  • Perform monthly service quality audits such as:
    • Dine and get first-hand experience in the different F&B outlets
    • Purchase a ticket and experience our world-class entertainment offerings (ArtScience Museum, Sands SkyPark Observation Deck and Sands Theatre)
    • Call in to make a hotel and/or restaurant reservation
  • Evaluate the experience and provide a full report based on service quality audits executed.
  • Review and evaluate the Sales mystery shop reports and assist in preparing a presentation slide to share with Sales team and Senior Management.
  • Ensure service quality audits are carried out in a timely manner while maintaining data accuracy, integrity, and with accordance to Marina Bay Sands’ brand standards.

 

Projects

  • Work on related projects and make recommendations for continuous improvement, based on process and productivity, to drive business and revenue.
  • Ensure that all projects initiated are completed within specified time frame and followed through and monitored regularly
  • Perform any other duties and responsibilities as and when assigned by Manager and above.

 

Voice of Customer (Surveys)

  • Read daily guest comments/feedback about their stay.
  • Identify if there are any repeat issues which needs to be highlighted to the departments.
  • Analyse and categorize feedback based on a category.
  • Search for possible gaps in the process and offer suggestions for corrective actions / improvements.

JOB REQUIREMENTS

Education & Certification

  • Diploma or Bachelor Degree, preferably in Hotel Management

Required Experience

  • Exposure in customer service would be an advantage.
  • Proficient in using Microsoft Office Suite including Word, Excel and PowerPoint is mandatory.

Presence / Behavioral Characteristics

  • Passion for providing exceptional customer service; customer-focused.
  • Possess good interpersonal and communication skills (written and spoken)
  • Detail-oriented, Resourceful, Organized, Meticulous and Mature
  • Good planning and execution skills
  • Team player. Possess positive attitude, proactive and able to multi-task
  • Able to work flexible hours (as requested)
  • Maintain the highest ethical standards, level of commitment and ability to cope with complexity and change
  • Have a well-groomed and professional disposition at all times.

Physical Requirements / Work Environment

  • Work inside and continuously maneuver in and around all areas of the offices and within the property