Senior Service Ambassador

JOB PURPOSE

• Deliver the SHOW (Safe, Helpful, Outstanding and Welcome) values at all guest contact points.
• Demonstrate growing proficiency in POS system operations and payment handling.
• Serve as a reliable frontline reference for guests on island attractions, events, and promotions.

JOB RESPONSIBILITIES

General

• Have guest-centric mindset. Be customer-centric and provide outstanding guest experience to internal and external guests.
• Be proactive and render assistance to guests.
• Have cultural intelligence. Able to bridge differences when interacting with people from another culture and understand that different culture drives different behaviours.
• Render 1st aid when necessary.

Daily duties

• Welcome and greet all guests in accordance with Sentosa's standardised greeting protocols, ensuring every interaction is friendly, attentive, and professional.

• Provide accurate information and assistance to guests regarding attractions, facilities, directions, and ticketing at assigned deployment location.

• Offer personalised recommendations based on guest interests and preferences.

• Maintain the cleanliness, safety, and orderliness of assigned area.

• Promptly escalate any guest feedback, incidents, or operational issues to Supervisor.

• Anticipate guest needs and go the extra mile where appropriate.

• Perform crowd management when necessary.

• Take part in guest engagement.

• Collect island admission charges based on vehicle type, time periods and services required.

• Demonstrate proficiency in POS system operations with minimal supervision.

• Serve as a reliable point of reference for guests on island wide attractions, events, and promotions.

• Support onboarding of new Grade 1 colleagues through peer guidance.

• Assist Supervisor in monitoring cleanliness and orderliness of assigned areas.

• Provide structured feedback on recurring guest pain points to Supervisor.

• Any other tasks as per assigned.

Compliance

• Safeguard all revenue collection as per SDC's cash handling policies.

• PPE (reflective vest) should be always worn when deployed at Gantry.

• Always adhere to all standard operating procedures (SOPs) and safety guidelines.

• To be trained in 1st Aid & AED within 6 months of service.

• Participate in all required training programmes, including service excellence and digital tools training.

Personal and Professional Integrity

• Always be punctual and responsible. Adhere to protocol for taking Medical Certificate (MC).

• Adhere to company's grooming standards and code of conduct.

• To practise good housekeeping.

• To uphold positive company image.

Best Practices

• Be up to date on the current promotions, events, happenings in Sentosa.

• Respond to urgent and crucial incidents and issues at all times.

Collaboration and Teamwork

• Work closely with other units on traffic and crowd management during peak hours during weekdays and weekends.

• Collaborate with various operation units in managing situation within the island. Cross Training

• Rotate duties as and when instructed by Supervisor.

Experience

• Candidate should ideally possess at least a GCE “N” level qualification or equivalent

• At least 1 year experience in customer service role

• Strong interpersonal and communication skills.

• Positive and service-oriented attitude.

• Able to work on Weekends, Public Holidays and rotating shifts (12 hours).

• Basic digital literacy is required.

• Fluent in English and another language is advantageous.

Candidates with more or less experience may be considered for a higher or lower-graded position accordingly.