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
Executing Evaluations
· Perform unannounced, undercover evaluations of the hotel, apply a thorough understanding of standards and ensure accurate application of these standards in alignment with official guidelines.
· Plan and manage evaluation tasks efficiently, following departmental guidelines to complete assignments in an efficient and timely manner.
· Uphold a professional and discreet demeanor throughout evaluations, representing the department and upholding the hotel’s commitment to excellence.
Quality Assurance Analysis
· Analyze evaluation data to identify trends, recurring issues, and performance gaps. Use insights to create targeted reports that highlight areas needing improvement.
· Go beyond surface-level issues by investigating root causes, helping departments understand underlying factors contributing to quality gaps.
· Work closely with the training team to share analysis results, co-develop relevant training content, and align on measurable goals for improvement.
· Set performance benchmarks based on historical data, industry standards, or competitor analysis to inform departments where they stand in terms of quality and where they can fill in the gaps.
· Establish initiatives for continuous improvement, supporting a cycle of feedback, action, and reassessment. Develop action plans and follow up with departments on progress.
· Gather additional feedback from TMs, Net Promoter Score (NPS) or Trip Advisor where feasible, and integrate findings into the quality assurance analysis.
· Conduct regular meetings with department managers and training leads to discuss findings, track improvement efforts, and refine the focus for future evaluations.
· Develop a dashboard or regular report system that provides business units with easy access to quality metrics, trends, and improvement status.
Administrative and Communication Responsibilities
· Conduct and lead daily morning briefings with department leaders and stakeholders to review evaluation schedules, address any immediate priorities, and align on daily operational goals.
· Perform various administrative tasks such as maintaining records, managing department documentation, and preparing reports as required.
· Regularly update stakeholders and department teams on evaluation processes, changes in standards, and other relevant departmental news.
Employee Engagement and Experience
· Uphold and embrace the highest standards as a Marina Bay Sands TM by embracing the brand and service culture. Comply and follow Marina Bay Sands Workplace Safety and Health Policy practices, policies and guidelines.
· Self – motivation for continuous learning and development.
· Create a pleasant working environment that inspires the team and cultivates OneMBS culture.
· Actively participate in departmental meetings as required.
· Prepare reports (daily/weekly/monthly) as stipulated by management.
· Review systems and processes for workflow and productivity improvement.
· Contribute ideas and cooperate in the execution of on-going initiatives
· Support Sands Cares and Sustainability programs.
· Perform any other duties and responsibilities as and when assigned by Management.
Job Requirements
Education & Certification
· Bachelor’s degree in Data Analysis, Quality Management, Hospitality, or a related field.
Experience
· At least 2 years of experience in data analysis, quality assurance, or similar roles, preferably in the luxury or hospitality industry.
· Strong understanding of quality standards, including familiarity with Forbes Travel Guide or similar luxury service standards.
· Be ready to work on weekends, public holidays.
Other Prerequisites
· Proficiency in data analysis tools (e.g., Excel, Tableau, Power BI) and strong analytical skills.
· Excellent verbal and written communication skills with an…