InternshipCustomer service· Posted 16 Sept

Intern, Customer Experience (CX) Analytics & Process Improvement

Marina Bay SandsFrom company site

Salary

Not stated by the company

When

Mon–Fri, full-time

Where

CCDTBayfrontCentennial Tower, Singapore

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Start: Not stated
Work mode: On-site
Experience: Some experience

About the role

This internship sits with the Customer Experience team at Marina Bay Sands, based at Centennial Tower, and covers internal audits, guest feedback analysis and process improvement projects across the integrated resort. It suits a full-time matriculated student who needs the internship to count towards graduation and who enjoys both hands-on service exposure and data work.

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What you'll do

Try out the products and services offered to city and hotel guests at various touchpoints.
Carry out monthly internal audits covering service and hardware.
Buy tickets and experience the entertainment offerings, including ArtScience Museum, Sands SkyPark Observation Deck and Sands Theatre.
Dine at the different F&B outlets to get first-hand experience.
Check cleanliness and maintenance of premium high impact areas within the property.
Assess the experience and write a full report on service and hardware.
Keep audit data accurate, complete and aligned with brand standards.
Analyse internal audit data points and share insights with operational stakeholders.
Support weekly and monthly audit reporting and maintain the QTX digital data collection solution.
Read daily guest comments and feedback about their stay.
Spot repeat issues and flag them to the relevant departments.
Categorise feedback and analyse it by category.
Look for process gaps and suggest corrective actions or improvements.
Work on related projects and recommend continuous improvements that drive business and revenue.
Make sure projects are completed on time and monitored regularly.
Take on any other duties assigned by a Manager or above.

Requirements

Must be a full-time matriculated student
Internship must contribute to school graduation requirements
Proficient in Microsoft Word, Excel and PowerPoint
Customer-focused with a passion for service
Good written and spoken communication and interpersonal skills
Detail-oriented, resourceful, organised, meticulous and mature

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Intern, Customer Experience (CX) Analytics & Process Improvement

About the role

What you'll do

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