VIP Services Executive (Call Centre)

Marina Bay Sands Pte Ltd| Date Posted: 23-Jun-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

  • Attend 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 taken into consideration 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 Team, 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.
  • Perform hotel room booking override, where necessary.
  • Monitor, assign and follow up on administrative matters and other ad-hoc duties performed by team members and ensure all requests are in order.
  • Supervise team of Admin Assistants and ensure that all daily tasks assigned are completed.
  • Provide support and assist with escalated enquiries from team of Executives and Coordinators whenever necessary.
  • Deliver a professional, prompt and high quality service experience to Patron or internal stakeholder over the phone and email while maintaining the 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.
  • All other adhoc duties as and when required.

JOB REQUIREMENTS

  • Diploma holder from a recognized institution.
  • At least 3 years of working experience preferably in a customer service role.
  • Candidates with minimal academic qualifications but relevant work experience are welcomed to apply
  • Excellent verbal, written and interpersonal communication skills and telephone etiquette.
  • Proficient in Microsoft Office applications.
  • Fluent in English Language (for both written and verbal communications) and able to communicate in at least one Asian language, preferably Mandarin.
  • Ability to perform rotating shift work including midnight, public holiday and weekend shifts
  • This role will be based at the Harbourfront Call Centre office.