Guest Experience Manager (F&B Operations)

Key Responsibilities

1. Customer & Guest Handling
Attend to customer feedback, enquiries, and complaints in a prompt, professional, and empathetic manner to ensure a positive guest experience aligned with Marina Bay Sands service standards. Work closely with internal teams and follow established service recovery guidelines to resolve issues effectively.

2. Tenant Coordination
Liaise with foodcourt tenants on daily operational matters, including service standards, customer feedback follow-ups, and issue resolution. Foster positive working relationships with tenants to encourage cooperation and continuous service improvement.

3. On-Ground Operations
Monitor daily foodcourt operations to ensure cleanliness, service quality, and compliance with operational guidelines. Maintain a strong on-ground presence to support tenants and assist customers in a fast-paced environment.

4. Problem Resolution
Investigate and resolve operational and customer-related issues proactively by coordinating with tenants and relevant internal departments to ensure timely service recovery and operational efficiency.

5. Communication & Coordination
Serve as a key point of contact between customers, tenants, and management to facilitate smooth daily operations and a seamless guest experience across all touchpoints.

6. Reporting & Documentation
Maintain accurate records of incidents, customer feedback, and operational issues for tracking and analysis purposes. Support continuous improvement initiatives by identifying trends and recommending preventive measures.

Requirements:

• Minimum 3 years of front-facing customer service experience (hospitality, F&B, or retail preferred)

• Strong interpersonal and communication skills

• Ability to handle customer complaints calmly, professionally, and with empathy

• Strong problem-solving and conflict resolution skills

• Ability to work in a fast-paced environment

• Service Mindset: Demonstrates a strong customer-first mindset, with attention to detail and a passion for delivering positive guest experiences

• Adaptable and resilient, with the ability to manage both customer interactions and operational coordination in a dynamic environment

• Willingness to learn and grow within a structured and supportive team setting