Guest Engagement Officer

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.

Communication

• Stay informed on the latest casino games, integrated resort amenities, promotions, and entertainment events.
• Meet all attendance, punctuality and safety guidelines required of the position and adhere to regulatory, Departmental and Company policies.
• 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.
• Any other duties as required.

Job Requirements

Experience
• 1 year’s experience in a hospitality or casino role preferred.

Competencies
• Have a track record of personally providing excellent customer service.
• Excellent customer service skills.
• Ability to:
- Learn system operations.
- Perform job functions with attention to detail, speed, and accuracy.
- Be a clear thinker, remaining calm and resolving problems using good judgment.
- Follow directions balancing customer experience with regulatory requirements.
- Take initiative and exhibit flexibility.