Supervisor, Butler Service

Job Responsibilities

Supervise Day to Day Operations

• Assist to carry out all business operational activities including customer experience, legal and safety matters, adequate manpower coverage, sufficient supplies, functional equipment and first to know of all the up-to-date information for a seamless operation.
• Engage the Team Members to ensure their high competency and commitment to perform their specific job roles.
• Resolve issues pertaining to guest's negative feedback and manage the complaint efficiently to maximize guest satisfaction.
• Collaborate closely with all internal team and relevant departments to ensure seamless guest experience.
• Assist in monitoring to ensure adherence to organizational operating procedures and service standards are met.
• Assist the execution of enhancement projects and new processes and follow-through with detailed evaluation.
• Supervise the manning to ensure that operation is covered with sufficient manning.
• Conduct regular audits and inspections with detailed report to relevant department.

Lead Service and Operational Excellence

• Conduct service audit to ensure Service Quality Standards are met.
• Innovate new ideas to enhance guest experience and revenue generation.
• Manage guests experience consistently according to OneMBS purpose, vision, and mission.
• Be directly involved in any service enhancement or review of service measurement index such as Net Promoter Score (NPS), this includes the action plan and follow through to improve the score.
• Respond, resolve, and review guest comments, requests, and complaints in a timely and professional manner.

Supervise Operational Risk Adverseness

• Supervise Marina Bay Sands Workplace Safety and Health Policy practices.
• Ensure that all TMs are complying with all MBS policies and guidelines.
• Report any work incidents; may include vandalism, fight, fire, abuse, accidents, etc.
• Monitor activities in both front and back of the house; report any suspicious characters, items and/or activities to Security Department.
• Supervise emergency situations.

Achieve Employee Engagement

• Be the mentor to guide TM on their career and personal goals.
• Establish learning and development plans and opportunities to enhance TM work performance.
• Ensure that all TMs including self are well groomed as per company standard.
• Hold regular meetings such as daily briefing to communicate departmental updates and review of operational standards.
• Create a pleasant working environment that inspires the team and cultivate OneMBS culture.

Assist Documentation, Financial and Report Management

• Attend scheduled departmental meetings as required.
• Prepare scheduled reports as stipulated by management.
• Manage cost control to keep departmental operating expenses within budget includes forecasting to better facilitate manpower and costing allocations.
• Review systems and processes for workflow and productivity improvement.
• Lead in supporting Sands Cares and Sustainability programmes.
• Perform any other duties and responsibilities as and when assigned by Management.

Job Requirements

Education & Certification

• Nitec/Higher Nitec/Diploma/Degree in hospitality or related field preferred.

Experience

• Minimum 1 year experience in the same or similar capacity.
• Be ready to work on weekends, public holidays, and every shift, including night shift.

Other Prerequisites

• Willing to work various shifts, including mornings, afternoons, and overnight, as well as on public holidays.
• Proficient in the use of Property Management System.
• Capable to use Microsoft Office applications and presentation skills.
• Proven leadership skills and ability to operate independently.
• Having a good command of spoken and written English, and any additional language is an advantage.
• Pays attention to details and has strong customer service skills.
• Mature, meticulous, resourceful, organized, and able to work independently.
• A team player and takes initiative to assist other Team Members when required.
• Have impeccable follow-through; and a "Can Do" attitude and mindset.
• Good guest relation and problem-solving skills.
• Good planning and execution skills.

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.