WENTING ZHANG

Customer Engagement and Relationship Management
• Promote the Marina Bay Sands Integrated Resort, and drive increase awareness of its affiliated properties
• Promote gaming products and services to the target market segments, especially towards the Premium players
• Develop strong professional interpersonal relationships with new and existing Premium players to drive incremental visitation to Marina Bay Sands
• Ensure that excellent customer experience is the focal point of customer touchpoints and interactions, in alignment with all applicable guidelines and company policies
• Develop profiles on each player to ensure all customer touchpoints have the knowledge of individual preferences
• Manage complimentaries in alignment with customer reinvestment strategies to ensure desired customer profitability and margin
• Provide accurate information especially the financial status for credit line recommendation of Premium player
• Carry an important role to follow up with credit patron and liaise with Premium Account Management for any payment in due

Customer Engagement and Relationship Management
• Enable and support a culture of communication, collaboration and knowledge sharing to help build constructive, dynamic teams that exhibit the Marina Bay Sands core values.

• Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.
• Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
• Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
• Generated new business with marketing initiatives and strategic plans.

• Boosted operational efficiency through implementation of lean principles, resulting in reduced waste and improved production timelines.
• Streamlined operations for increased efficiency by identifying bottlenecks in sales processes and implementing targeted solutions.
• Developed high-performing teams by recruiting top talent and fostering an environment conducive to professional development and personal growth.
• Streamlined operational processes to improve efficiency and reduce costs.
• Streamlined customer service protocols, significantly improving response times and customer satisfaction ratings.
• Established team priorities, maintained schedules and monitored performance.

Job Summary

Responsible for assisting Paiza guests during their visit to Marina Bay Sands (MBS).

Job Responsibilities
• Provide excellent and delightful service to all Paiza guests and assist them with their needs and requests.
• Meet and Greet guests at the checkpoints and assist with arrival and departure arrangements – i.e., Hotel Room, Luggage, Transportation, etc.
• Manage the Paiza Membership counters and assist with Paiza Membership enrollment.
• Assist guests with Paiza Programs opening and settlement.
• Prepare and ensure proper set-up of private gaming salons for Paiza guests.
• Assist with Special Events and Promotions.
• Conduct MBS Casino tours for Paiza guests.
• Work closely with stakeholders (such as Sales, Transportation, Front Office, Cage, Table Games, etc.) on guests’ requests and feedback, and ensure that excellent guest satisfaction is achieved.
• Ensure compliance with the organization’s guidelines and regulations when carrying out work duties.
• Perform all other ad hoc duties as and when required

Customer Engagement and Relationship Management
• Promote the Marina Bay Sands Integrated Resort, and drive increase awareness of its affiliated properties
• Promote gaming products and services to the target market segments, especially towards the Premium players
• Develop strong professional interpersonal relationships with new and existing Premium players to drive incremental visitation to Marina Bay Sands
• Ensure that excellent customer experience is the focal point of customer touchpoints and interactions, in alignment with all applicable guidelines and company policies
• Develop profiles on each player to ensure all customer touchpoints have the knowledge of individual preferences
• Manage complimentaries in alignment with customer reinvestment strategies to ensure desired customer profitability and margin
• Provide accurate information especially the financial status for credit line recommendation of Premium player
• Carry an important role to follow up with credit patron and liaise with Premium Account Management for any payment in due

Customer Engagement and Relationship Management
• Enable and support a culture of communication, collaboration and knowledge sharing to help build constructive, dynamic teams that exhibit the Marina Bay Sands core values.

Customer Engagement and Relationship Management
• Promote the Marina Bay Sands Integrated Resort, and drive increase awareness of its affiliated properties
• Promote gaming products and services to the target market segments, especially towards the Premium players
• Develop strong professional interpersonal relationships with new and existing Premium players to drive incremental visitation to Marina Bay Sands
• Ensure that excellent customer experience is the focal point of customer touchpoints and interactions, in alignment with all applicable guidelines and company policies
• Develop profiles on each player to ensure all customer touchpoints have the knowledge of individual preferences
• Manage complimentaries in alignment with customer reinvestment strategies to ensure desired customer profitability and margin
• Provide accurate information especially the financial status for credit line recommendation of Premium player
• Carry an important role to follow up with credit patron and liaise with Premium Account Management for any payment in due

Customer Engagement and Relationship Management
• Enable and support a culture of communication, collaboration and knowledge sharing to help build constructive, dynamic teams that exhibit the Marina Bay Sands core values.