[OR] [MBS] [E1] [C7] [CBS] Detailed Critical Business Services

Detailed Critical Business Services (CBS) for Marina Bay Sands

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This eBook, Operational Resilience Framework: A Case Study of Marina Bay Sands, is developed exclusively for internal and educational use by BCM Institute. Unauthorized distribution, reproduction, or public sharing of this content is strictly prohibited.

The eBook is based on publicly available information and is neither endorsed nor authorised by Marina Bay Sands. While efforts have been made to ensure the accuracy of the content, it may not reflect the most current information and should not be considered comprehensive. This eBook is not a substitute for professional advice.

Detailed Critical Business Services

Focusing on disaster affect or disrupting the critical business function of a property developer (2)

Marina Bay Sands (MBS) is an iconic symbol of luxury, entertainment, and architectural innovation in the heart of Singapore's dynamic urban landscape.

As one of the world’s most renowned integrated resorts, MBS operates a complex ecosystem of services spanning hospitality, gaming, retail, MICE facilities, and more. These services cater to millions of guests, high-profile events, and global tourists annually.

However, its scale and interdependencies expose it to various risks, from technological failures and supply chain disruptions to public health crises and natural disasters.

Operational resilience is not merely a regulatory expectation but a strategic imperative for MBS to safeguard its reputation, ensure uninterrupted guest experiences, and maintain its status as a cornerstone of Singapore’s tourism and economy.

This article outlines the critical business services that underpin MBS’s operations and the resilience strategies required to navigate an unpredictable global landscape while upholding its commitment to excellence.

Critical Business Services for Marina Bay Sands (MBS) – Operational Resilience Implementation

Marina Bay Sands (MBS) is a large-scale integrated resort requiring robust operational resilience strategies. Below is a categorised list of critical services and their resilience considerations:

Hospitality & Accommodation

Luxury Hotel Operations
- Description: Ensuring 24/7 availability of 2,561+ rooms, suites, and VIP accommodations.
- Resilience Focus: Backup power, staff redundancy, and rapid response to facility disruptions (e.g., plumbing, HVAC).
Guest Services
- Description: Front desk, concierge, and VIP management.
- Resilience Focus: Cross-trained staff, digital check-in/check-out backups, and multilingual support during crises.
Housekeeping & Sanitation
- Description: High standards of cleanliness and hygiene.
- Resilience Focus: Contingency staffing, eco-friendly waste disposal, and pandemic protocols.

Gaming & Entertainment

Casino Operations
- Description: 24/7 gaming floors with slot machines, tables, and VIP gaming salons.
- Resilience Focus: Surveillance system redundancy, cash management security, and anti-fraud measures.
Entertainment Venues
- Description: Theatres (e.g., Broadway shows), ArtScience Museum, and nightclubs.
- Resilience Focus: Emergency evacuation plans, ticketing system backups, and performer/visitor safety.
Marina Bay Sands SkyPark & Infinity Pool
- Description: Iconic rooftop amenities attract guests.
- Resilience Focus: Weather-related closures, crowd control, and structural integrity monitoring.

Dining & Retail

Food & Beverage (F&B) Outlets
- Description: 80+ celebrity chef restaurants, bars, and banquets.
- Resilience Focus: Supply chain diversification, cold storage backups, and allergy/contamination protocols.
Retail Mall (The Shoppes at Marina Bay Sands)
- Description: Luxury shopping with 300+ stores.
- Resilience Focus: During disruptions, tenant communication systems, inventory management, and security.

MICE (Meetings, Incentives, Conventions, Exhibitions)

Convention & Exhibition Center
- Description: Asia’s leading MICE venue hosting global events.
- Resilience Focus: IT/AV system redundancies, rapid rebooking options, and crowd management.
Business Services
- Description: Event planning, translation, and tech support.
- Resilience Focus: Remote collaboration tools and backup vendors.

Infrastructure & Facilities

Utility Management
- Description: Power, water, HVAC, and sewage systems.
- Resilience Focus: Redundant generators, water storage, and partnerships with SP Group (Singapore Power).
IT & Cybersecurity
- Description: Property management systems (PMS), payment gateways, and guest Wi-Fi.
- Resilience Focus: Data backups, DDoS protection, and multi-cloud redundancy.
Building Maintenance
- Description: Structural integrity of the three hotel towers and SkyPark.
- Resilience Focus: Real-time monitoring systems and rapid contractor access.

Safety & Security

Surveillance & Access Control
- Description: 24/7 casino and public area monitoring.
- Resilience Focus: Failover cameras, biometric backups, and coordination with the Singapore Police Force.
Emergency Response
- Description: Medical clinics, fire safety systems, and crisis drills.
- Resilience Focus: On-site medical staff, automated fire suppression, and partnerships with the Singapore Civil Defence Force (SCDF).

Workforce Management

Staff Availability
- Description: 10,000+ employees across departments.
- Resilience Focus: Cross-training, remote work options, and mental health support.
Training & Compliance
- Description: Regulatory adherence (e.g., Casino Regulatory Authority, PDPA).
- Resilience Focus: Regular drills, anti-money laundering (AML) protocols, and GDPR compliance.

Supply Chain & Logistics

Procurement
- Description: Sourcing high-quality F&B, retail inventory, and gaming equipment.
- Resilience Focus: Diversified suppliers, real-time inventory tracking, and blockchain for traceability.
Transportation
- Description: Shuttles, valet, and partnerships with ride-hailing apps.
- Resilience Focus: Alternative routing during traffic disruptions (e.g., F1 events).

Reputation & Communication

Crisis Communication
- Description: Managing media, guest alerts, and stakeholder updates.
- Resilience Focus: Pre-drafted messaging templates and 24/7 social media monitoring.
Customer Relationship Management (CRM)
- Description: Loyalty programs (Sands Rewards) and feedback systems.
- Resilience Focus: Data backups and transparent communication during service failures.

Financial Resilience

Revenue Management
- Description: Casino earnings, room bookings, and event revenues.
- Resilience Focus: Liquidity reserves, diversified income streams, and dynamic pricing tools.
Payment Systems
- Description: Cashless gaming, credit card processing, and currency exchange.
- Resilience Focus: Offline transaction capabilities and fraud detection AI.

Implementation Strategies

Business Impact Analysis (BIA): Prioritize services based on financial, reputational, and regulatory impacts.
Redundancy & Failover: Geographically dispersed data centres, backup vendors, and cross-trained staff.
Stakeholder Collaboration: Regular engagements with the Singapore Tourism Board, Enterprise Singapore, and Urban Redevelopment Authority (URA).
Testing & Audits: Biannual drills for IT failures, natural disasters, and pandemics.

Marina Bay Sands can ensure continuity, compliance, and customer trust amid disruptions by addressing these critical services.

Summing Up ...

Marina Bay Sands’ operational resilience hinges on its ability to anticipate, adapt, and respond to disruptions without compromising the world-class standards it is celebrated for.

By prioritising critical services—from the seamless functioning of its luxury accommodations and gaming floors to the reliability of its IT infrastructure and crisis communication protocols—MBS can mitigate risks and maintain trust among guests, partners, and regulators.

Integrating redundancies, stakeholder collaboration, and rigorous testing ensures that the resort remains a beacon of stability and innovation despite unforeseen challenges.

As Singapore continues solidifying its position as a global business and leisure hub, MBS’s commitment to resilience will protect its operations and reinforce its role as a vital contributor to the nation’s economic and cultural vitality.

Through continuous improvement and proactive planning, Marina Bay Sands is poised to thrive in an era where adaptability is the ultimate competitive advantage.

OR Planning Methodology Phases		Plan	Implement	Sustain

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