Senior Officer, Guest Insights & Experience

Role Overview

As a member of the Channel Management Team within the Guest Insights & Experience Department, you will play a key role in fostering a guest-focused culture at Sentosa. Your main duty involves overseeing digital guest service platforms to provide prompt and precise resolutions to guest inquiries and feedback. This role reflects the organisation's commitment to outstanding service and its core values.

Key Responsibilities

• Handle guest queries and feedback received through multiple digital channels, such as live chat, online forms, and email; conduct outbound follow-up calls and address walk-in enquiries as necessary.
• Act as a communication link among Business Units to ensure efficient feedback flow and collaborate with relevant teams to investigate and address concerns.
• Respond to guest interactions professionally and impartially to protect Sentosa Development Corporation’s reputation, escalating issues when required.
• Accurately document guest data and information into the CRM system, adhering strictly to PDPA guidelines for personal data protection.
• Represent the team in selected operational meetings, presenting guest feedback and championing the "Voice of Guest" viewpoint.
• Assist the Channel Management Team with projects and initiatives related to guest service channels.
• Collaborate effectively with colleagues to meet departmental objectives and service quality standards.
• Carry out other ad-hoc responsibilities as assigned by management.

Candidate Profile

• Diploma holder with at least 3 years of experience in guest services (call centre) or guest relations, ideally within Tourism or Hospitality sectors.
• Strong written and verbal communication skills enabling clear understanding and translation of guest needs into appropriate responses.
• Good computer literacy and comfortable using technology.
• Warm, friendly demeanor with excellent interpersonal skills.
• Ability to work both independently and collaboratively in a team environment.
• Commitment to delivering exceptional service and enhancing guest experiences.
• Willingness to work a rotational schedule including weekdays, weekends, and public holidays, between 9 am and 6 pm.