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Marina Bay Sands

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Marina Bay Sands

Marina Bay Sands is the leading business, leisure and entertainment destination in Asia. It features large and flexible convention and exhibition facilities, 2,560 hotel rooms and suites, world-class celebrity chef restaurants, a premium shopping mall and a casino. Its two theaters showcase leading entertainment acts and the ArtScience Museum hosts permanent and marquee exhibitions.

When Marina Bay Sands ramped up operations to gear up for its opening, more than 6,000 employees were hired within three months. As employee numbers burgeoned, Marina Bay Sands recognized an opportunity. In addition to technical training so employees are equipped to perform expected duties, they could truly differentiate from the competition by aligning the entire organization towards creating a magnificent experience for guests. The challenge was to find a way to do this quickly, effectively and continuously for a large number of employees across its numerous attractions.

The entire leadership team at Marina Bay Sands attended a Service Leadership Workshop and committed to building a service culture to achieve its goals. A Steering Committee was empowered to align culture building activities across the organization and all 8,800 employees will complete an UP! Your Service program within 3 months. Monthly Town Halls facilitated by UP! Your Service reinforce learning while the Steering Committee meets regularly with UP! Your Service consultants to review results.

Scores for customer experience improved by 30% within 3 months of the launch of UP! Your Service programs. Marina Bay Sands is now leveraging the UP! Your Service methodology to scale more programs rapidly to the entire organization.