1. Customer & Guest Handling: Attend to customer feedback and complaints in a prompt, professional, and empathetic manner, ensuring issues are resolved effectively to deliver a positive guest experience aligned with MBS service expectations. Be supported by established guidelines and team collaboration to manage service recovery effectively.
2. Tenant Coordination: Liaise with foodcourt tenants on operational matters, including service standards, feedback follow-ups, and issue resolution, ensuring tenants uphold a consistent, customer-centric service approach. Build positive working relationships with tenants to encourage cooperation and continuous improvement.
3. On-Ground Operations: Monitor daily foodcourt operations to ensure cleanliness, service quality, and compliance with operational guidelines, maintaining an environment that reflects hospitality standards expected at Marina Bay Sands. Maintain a visible on-ground presence to support both tenants and customers in a dynamic environment.
4. Problem Resolution: Investigate and resolve operational and customer-related issues proactively, coordinating with tenants and internal teams when necessary to ensure swift recovery and service excellence. Exercise sound judgment and adaptability when handling different situations across customers and tenants.
5. Communication: Act as the main point of contact between customers, tenants, and management to ensure smooth operations and a seamless guest journey across all touchpoints. Be comfortable toggling between customer-facing interactions and operational coordination.
6. Reporting & Documentation: Record incidents, complaints, and feedback for tracking, analysis, and continuous service improvement. Contribute insights to improve processes and prevent recurring issues.
