Senior Officer, Guest Insights & Experience

About the role

You will join the Channel Management Team within the Guest Insights & Experience Department, helping to nurture a guest‑centric culture at Sentosa. The role focuses on managing digital guest‑servicing channels and delivering timely, accurate resolutions to enquiries and feedback.

Key responsibilities

• Handle guest enquiries and feedback received via live chat, web‑form and email, and make outbound follow‑up calls as needed.
• Act as liaison between Business Units to ensure timely flow of feedback, investigating and resolving issues with relevant teams.
• Maintain a neutral stance in responses, protect the organisation’s reputation and escalate matters when required.
• Capture guest data accurately in the CRM system, ensuring compliance with PDPA.
• Represent the team in operational meetings, presenting guest feedback and advocating the “Voice of Guest”.
• Support channel‑management projects and initiatives.
• Contribute to departmental goals and service‑standard targets.
• Perform ad‑hoc duties assigned by the reporting officer.

Required profile

• Diploma qualification.
• Minimum 3 years of experience in guest services or call‑centre roles within tourism or hospitality.
• Excellent written communication and ability to interpret guest needs.
• Strong interpersonal skills, pleasant and approachable.
• Ability to work independently and as part of a team.
• Passion for service excellence.
• Willingness to work a rotational schedule (9 am – 6 pm) covering weekdays, weekends and public holidays.

Required skills

• CRM system proficiency.