Specialist, MICE Service Operations

Job description

WE TAKE YOU ABOVE BEYOND Take your passion to the next level and work alongside other masters of their craft to build a fulfilling and rewarding career at Marina Bay Sands. Job Responsibilities Administrative Functions Ensure all team members adhere to the standard operating procedures and policies. Updating of team members attendance and temperature log sheet. Observe department’s standard operating procedures. To observe all measures in place. To work towards the company mission and vision, to meet customer satisfaction and exceed expectations each and every time for return patronage. Ensure that excellent service is provided to customers in a prompt, friendly and courteous manner Maintain the highest standard of service in order to provide customer satisfaction and the best possible customer experience Able to handle customer requests tactfully, including offering alternative solutions to customers when services requested are not available Always strive to meet and exceed customers’ expectations and satisfaction with prompt and reliable services. Handle dissatisfied customers and rectify their complaints in order to satisfy their needs To be receptive to customers’ feedback with due patience and diligence. Provide general secretarial support to the clients. Ensure a smooth running of the team’s day-to-day operations. Assist in coordinating department events and organize team building events for the team. Maintain the cleanliness of working areas and be involved in energy conservation. Updating of checklist and ensure proper handover of tasks. Equipped with basic knowledge of property information Attend Corporate Social Responsibility (CSR) and Eco 360 activity as assigned immediate manager. Contribute sustainability actions as required by the department. Attend quarterly department training Maintain physical stamina and proper mental attitude to handle the job function and provide customer service to events. To be cross trained and to be competent at the cross trained location and adhere to the immediate manager’s deployment arrangements Encouraged to contribute ideas that can help with the improvement of department’s work process. Perform any other duties as assigned by the immediate manager and head of department. Departmental Functions Crowd control for big events. To perform guard tour daily during shift. Update occurrence/logbook by the end of each day. To issue chain & lock accordingly as per event manager requirement. Manage settings of escalators/lifts flows based on client’s requirement. Manage lift holdings for VIPs/artiste. Provide buggy services within MICE if require by client. Monitor contractors’ behavior/activities in MICE. Ensure all defects in the building are reported accordingly and to monitor of the rectification/repair of the defects. Manage casual labor. Check for any illegal storage in MICE. Liaising with Facilities team for removal/installation of lifts padding and switching on/off of hall lightings for events. Assist Logistics team with the rental/issuing of equipment during the absence of the Logistics personnel. Assist traffic marshalling as and when required. Stuffing/unstuffing of containers. Operating of high reach equipment. Operating of forklift. Manage loading/unloading docks. To provide briefing to contractors accessing property for event set up and tear down. Assist with the opening and closing of air walls in the expo halls according to clients’ requirement. Assist Waste Management Operations team in supervision of the cleanliness at MICE. Assist Waste Management Operations team with dilapidation of events. Assist Mail & Package Operations team with deliveries before/after operating hours. Assist Workplace Safety & Health team with reporting of any safety violations in MICE. Attend to any medical or non-medical cases within MICE. Assisting with difficult/intoxicated guests in MICE. Reporting of unusual happenings in MICE to SOC. Example: unattended bags, suspicious behavior in property, theft & fights. In time of crisis (Covid-19, SARS), to be on standby for activation. Job Requirements Education & Certification Secondary education preferred Experience Minimum 2 years Security experience. Preferably from Conventions or the Hotel Industry. Preferably with forklift and high reach equipment license. Other Prerequisites Able to work with minimum supervision. Able to multi-tasks and work under pressure. Excellent command of English and one other language a plus Get along with fellow team members/other departments and work as a team. Willing to work various shifts, including mornings, afternoons, and overnight, as well as on public holidays Positive attitude, self-motivated with lots of initiative. Possess excellent interpersonal, customer services and communication skills. Meets attendance guidelines of the job and adhere to departmental and company policies. Work with internal management and team members, as well as liaising with external contractors and guests. Need to tactful at all times. Able to interact and communicate with all levels of staff, management, contractors and guests. Able to respond immediately to all emergency situations and calls. Handle stressful situations. Respond calmly and make rational decisions, when handling conflicts. Be familiar with all policies and procedures affecting the department. Mature disposition, and have a well-groomed, professional appearance. Good and proper phone ethics are a must. Team member to be cross trained to assist other departments within Logistics and Business Services. Team member to be send for external/internal courses to upgrade. 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.