SJM Job

Position: Senior Analyst (Market Research and Performance Optimization)
Department: Strategic Analysis
Working Location: Taipa / Cotai
Post Date: 09/06/2023
Requirements: • Bachelor degree or above
• Minimum 1 year solid experience in casino/hotel/resort management/market research/labor optimization/service measurement
• Understanding of IT solutions in hospitality industries, either through previous experience or operational experience in the hospitality industry
• Understanding of market research and/or labor optimization and/or service measurement within casino/hotel operations in large scale casino hotel
• Knowledge of strong organizational skills
• Proficiency in Microsoft office applications including Word, Excel, PowerPoint and Outlook
• Proficiency in analytical and data visualization tools (SAS, SQL, Microsoft Power BI, Tableau are preferable)
• Proficient in both written and spoken Chinese and English
Responsibilities: • Assist with collecting data on customers, competitors, local market, source markets and consolidate information into actionable items, reports and presentations
• Assist with reviewing and analyzing schedules to identify and implement opportunities to gain ongoing improvements in labor usage and provide guides and advice to departments on effective use of labor optimization tools
• Assist in maintaining databases in an accurate and timely manner
• Coordinate with user departments to design and develop metrics that will support and drive the GLP desired service culture
• Assist with test and access customer complaint management processes across experience centers to make sure it aligns with standards determined by related internal parties
• Assist in monitoring and compiling performance reports on service measurement and improvement initiatives across experience centers
• Assist in ensuring stakeholder engagement on identified service challenges (i.e. feedback from measurement reports) and run periodic campaign to communicate service measurement attributes across experience centers
• Assist to carry out periodic Customer Satisfaction and Service Quality Index surveys (for both internal and external customers) and recommend appropriate training and development programs based on identified gaps
• Carry out other duties as assigned by Management or otherwise delegated

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