Intern - Customer Experience Analytics & Process Improvement

Overview

Join our inclusive and diverse team at Marina Bay Sands and contribute to elevating the guest experience through detailed analytics and quality assurance processes across various business units including Food & Beverage, Attractions, and Casino.

Key Duties and Responsibilities

• Engage firsthand with the products and services offered to guests across multiple contact points at Marina Bay Sands.
• Conduct monthly internal audits focusing on both service delivery and physical components such as ticket purchasing for entertainment zones (ArtScience Museum, Sands SkyPark Observation Deck, Sands Theatre), dining experiences at various F&B outlets, and cleanliness and maintenance of high-impact premium areas.
• Prepare comprehensive evaluation reports based on audit findings regarding service quality and facility condition.
• Ensure internal audits maintain data accuracy and follow Marina Bay Sands' brand guidelines.
• Analyze audit data to extract insights and communicate findings with operational teams.
• Assist with regular (weekly and monthly) reporting on internal audits and support upkeep and management of the digital data collection tool (QTX) utilized by all departments.
• Participate in relevant projects aimed at process improvement, recommending enhancements to increase operational efficiency and revenue, ensuring timely completion and ongoing monitoring of these initiatives.
• Review daily guest feedback, identify recurring issues needing departmental attention, categorize comments systematically, and propose corrective actions to close process gaps.
• Perform additional tasks and responsibilities as assigned by management.

Candidate Requirements

• Experience or exposure in customer service is advantageous.
• Proficiency with Microsoft Office applications such as Word, Excel, and PowerPoint is essential.
• Familiarity with data analysis software such as SQL and Power BI is a plus.
• Strong passion for delivering excellent customer service and a customer-centric approach.
• Excellent communication skills, both written and verbal.
• Detail-focused, resourceful, well-organized, and mature demeanor.
• Capable of planning effectively and executing tasks efficiently.
• Team-oriented with a positive mindset, proactive approach, and ability to handle multiple tasks simultaneously.
• Willingness to work flexible hours as needed.
• Adheres to high ethical standards, demonstrates commitment, and is adaptable to change and complexity.
• Maintains a professional and well-groomed appearance at all times.

Working Conditions

• This role requires moving within office environments and various properties continuously.

Commitment

Marina Bay Sands values diversity, equity, and inclusion, providing equal opportunities while expecting employees to comply with company policies, ethical standards, and business conduct rules as the organization grows.