Intern, Customer Experience (CX) Analytics & Process Improvement - Toa Payoh

Job Responsibilities

• Experience and utilize the products & services offered to both city and hotel guests at various touchpoints in Marina Bay Sands.
• Perform monthly Internal Audits to measure both service and hardware such as:

1. Purchase a ticket and experience our world-class entertainment offerings (ArtScience Museum, Sands SkyPark Observation Deck and Sands Theatre)
2. Dine and get first-hand experience in the different F&B outlets
3. Cleanliness and maintenance checks of premium high impact areas within MBS

• Evaluate the experience and provide a full report based on service and hardware.
• Ensure that all internal audits are being carried out while maintaining data accuracy, integrity, and in accordance to Marina Bay Sands’ brand standards.
• Analyze data points from the Internal audit program to share insights to operational stakeholders.
• Support on monthly / weekly reporting for Internal audits and the maintenance of the digital solution(QTX) used to collect these data from all stakeholders.

• Work on related projects and make recommendations for continuous improvement, based on processes, 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.

• 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

• Exposure in customer service would be an advantage.
• Proficient in using Microsoft Office Suite including Word, Excel and PowerPoint is mandatory.
• Hands-on experience of data analysis using tools such as SQL, Power BI, etc. will be an advantage

• 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

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