Intern, Customer Experience (CX) Analytics & Process Improvement

Job description

LOVE WHAT YOU DO? THERE IS A PLACE FOR YOU HERE! Be part of our diverse and inclusive team. Job Responsibilities Internal Audits / Quality Assurance - (Food & Beverage / Attractions / Casino / Others) 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: Purchase a ticket and experience our world-class entertainment offerings (ArtScience Museum, Sands SkyPark Observation Deck and Sands Theatre) Dine and get first-hand experience in the different F&B outlets 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. Projects 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. 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 Required Experience 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 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 properties Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore. Our employees are committed to adhere to and abide by all rules, regulations, policies and procedures, including the rules of conduct and business ethics of the Company.