Guest Experience Learning Specialist

About the role

The Guest Experience Learning Specialist will design, develop and deliver training solutions that elevate service standards across Marina Bay Sands. Working closely with department leaders and the CX Insights team, you will create engaging, brand‑aligned learning experiences that drive guest satisfaction.

Key responsibilities

• Design and produce training materials such as workbooks, video scripts, eLearning modules and facilitator guides, ensuring relevance to each department and alignment with brand standards.
• Partner with training teams and department heads to customise learning content for operational needs, including enhancing PowerPoint presentations and other visual aids for classroom and digital delivery.
• Provide clear, consistent copywriting for all training assets while maintaining a professional tone and brand voice.
• Contribute creative ideas that reinforce a culture of service excellence and support initiatives that inspire staff to exceed guest expectations.
• Collaborate with the CX Team/GE Insights Specialist to analyse performance data and guest feedback, designing targeted soft‑skill programmes that address specific gaps.
• Model and support a positive health and safety culture in line with MBS policies.

Required profile

• Bachelor’s degree in Education, Communications, Hospitality or a related field (preferred).
• 4‑5 years of experience in instructional design, training development or guest‑experience roles.
• Strong writing and editing abilities with meticulous attention to detail.
• Experience in hospitality or gaming environments is a plus.

Required skills

• Proficiency with eLearning authoring tools such as Articulate and Adobe Captivate.
• Advanced knowledge of the Microsoft Office Suite, including PowerPoint.