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Urgent! Senior Executive/Executive, Loyalty Program – Member Services Operations Job Opening In Downtown Commercial Core – Now Hiring Resorts World at Sentosa Pte Ltd
Job Summary
We are seeking a passionate, proactive, and service-oriented Loyalty Service Operations Executive with a strong hospitality character to join our team.
The ideal candidate must be confident in handling guest enquiries (front-facing or via calls/emails/chats), resolving issues effectively, and managing challenging situations with professionalism, empathy, and composure.
This role may also require front-facing deployment at guest touchpoints such as service counters and pop-up booths during key programme initiatives and activations.
Strong communication, problem-solving, and interpersonal skills are essential for ensuring a seamless and positive guest experience.
Key Responsibilities
• Handle and resolve loyalty programme enquiries and complaints promptly and professionally across all guest touchpoints (including in-person, via email, live chat or other omnichannel platforms), ensuring positive outcomes in line with service recovery protocols.
• Ensure all enquiries, feedback, disputes and complaints received are responded to and resolved with the defined Service Level Agreement,
• Maintain a strong understanding of programme mechanics, FAQs, and Standard Operating Procedures to deliver consistent information and service.
• Coordinate with internal departments and stakeholders to resolve complex cases, track progress, and ensure service recovery actions are completed.
• Support setup and daily operations of pop-up counters, serving as the first point of contact during loyalty programme events and campaigns.
• Handle challenging guest interactions with professionalism, empathy, and effective conflict resolution to ensure satisfaction.
• Assist in tracking and identifying recurring issues to support continuous improvement in programme delivery and guest experience.
• Support loyalty programme operations, including fulfilment, reporting/documentation and campaign execution as required.
Required Qualifications
• Diploma or Degree in Business, Operations Management, Hospitality, or related field.
• Minimum 1-3 years of experience in customer-facing and hospitality and operations roles, preferably within loyalty programmes.
Required Skills
• Demonstrates a strong mindset for service excellence, professionalism, and ownership in handling guest interactions and resolving issues.
• Proven ability to lead day-to-day operations.
Confident and articulate communicator with the ability to engage customers across multiple touch points.
• Committed to delivering high standards of service with consistency, accuracy and attention to detail.
• Possesses a high level of accountability in managing service deliverables and ensuring enquiries, feedback and disputes are addressed within the defined SLAs.
• Proficient in Microsoft Office Tools (Word, Excel, Outlook); familiarity with loyalty/CRM systems and case management tools preferred.
• Willing to work on a rotating shift schedule, including weekends, evenings and public holidays.
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Unlock Your Senior Executive Potential: Insight & Career Growth Guide
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Great news! Resorts World at Sentosa Pte Ltd is currently hiring and seeking a Senior Executive/Executive, Loyalty Program – Member Services Operations to join their team. Feel free to download the job details.
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An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Resorts World at Sentosa Pte Ltd adheres to the cultural norms as outlined by Expertini.
The fundamental ethical values are:The average salary range for a Senior Executive/Executive, Loyalty Program – Member Services Operations Jobs Singapore varies, but the pay scale is rated "Standard" in Downtown Commercial Core. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.
Key qualifications for Senior Executive/Executive, Loyalty Program – Member Services Operations typically include Other General and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.
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