E L E VAT I N G
A N I CO N
ANNUAL REVIEW 2022

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

YEAR IN REVIEWL U X U RY T R A N S F O R M AT I O N

MEASURING PROGRESS“We are firmly on a path to elevate the luxury
experience for our guests across all aspects ofour multi-faceted business - not only in termsof physical infrastructure, but also in the qualityof service that our Team Members provide.”Paul Town
Chief Operating Officer,
Marina Bay Sands

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

E L E VAT I N G
OUR AMBITIONS
Since opening in 2010,
Marina Bay Sands has firmly
established itself as the most
iconic tourist destination in
Singapore. In doing so, we have
had a transformational impact
on Singapore’s economy. It is
not a status that we take lightly.

We are immensely proud of the follow-on
benefits that our integrated resort (IR)provides to small and medium-sized enterprises as wellas the wider hospitality sector. Today we employ morethan 10,000 Team Members, two-thirds of whom
are Singaporeans or Permanent Residents. We giveback to our communities through the Sands Cares
community engagement programme, and have a
deep commitment to sustainability. We have helped
transform the entertainment and food & beverage(F&B) scenes, elevated the luxury retail market, andbrought more than 1,100 all-new events to Singapore
at our Sands Expo & Convention Centre.
All these are possible through the vision of ourlate founder, Sheldon G. Adelson. Mr Adelson
was instrumental in ensuring that we at Marina Bay
Sands are constantly striving to reinvent ourselvesand constantly providing our guests new reasons tovisit the property.
2022 marked a turning point from the unprecedented
impact that the Covid-19 pandemic had on bothMarina Bay Sands and Singapore as a whole. Fromthe beginning of the crisis, Mr Adelson was clear that

we must remain firmly committed to our employees.
Throughout the pandemic, we maintained a fullcapacity workforce, and stayed focused on the healthand safety of our Team Members.
Our Team Members responded in an impressive
manner by taking up challenges to better position
Marina Bay Sands for the future. While practicing
prudent cost discipline, they were adaptable andshowed a strong sense of teamwork and innovation.
A key example was the launch of our Hybrid
Broadcast Studios to bring new ways for MICE
(meetings, incentives, conferences and exhibitions)organisers to reach audiences, at a time when travel
was not possible. We have also invested heavily
to accelerate our digital transformation across all
aspects of the property.
The challenging period ultimately helped reinforce
what we at Marina Bay Sands have always taken
pride in, which is our drive to constantly reimagine,and look at ways to do things bigger and better.
Not only has Singapore emerged stronger from thehighly impressive way that the nation handled thecrisis, we as a business emerged stronger too.
We have had strong support from the Singapore
Government, as well as the Singaporean market
which rediscovered our offerings when travel abroad
was not possible.
With borders now reopened, internationalcustomers are coming back in large numbers. They
are staying longer and spending more as they seekout more premium experiences. They are also
engaging Singapore in a different way by exploring
more of what the nation has to offer. This has helped
return our business activity to pre-pandemic levels
far more quickly than we had expected.

YEAR IN REVIEWL U X U RY T R A N S F O R M AT I O N

Investing in the Future
In line with the changing market environment which
has seen particularly strong growth in the premium
travel segment, we are firmly on a path to elevate theluxury experience for our guests.
The most public – and visible – manifestationof the elevation strategy is in the US$1 billion
reinvestment programme that we announced earlyin 2022. This is part of a transformational journeythat will see us redesigning Marina Bay Sands at ascale never seen before.
The reinvestment is the biggest since Marina Bay
Sands’ opening in 2010, and demonstrates ourparent company Las Vegas Sands’ confidencein Singapore and ongoing commitment to thecountry’s tourism industry.
Leading this effort is the major renovation of ourhotel rooms, which is being carried out in stages.
We have engaged some of the world’s best interior
designers to reimagine what a luxury hospitality
experience feels like in today’s world. The overhaulof our rooms is just one aspect of an ambitious plan
to weave together an unmatched customer journey
across the entire resort.
No part of the property will be spared from thisambitious transformation. From more premium
offerings in the casino, to more world-class finedining establishments, we are creating unparalleledluxury experiences for our guests.
In addition to upgrading the physical infrastructure,
we are sparing no efforts in transforming thecustomer journey by elevating service standards,
whether it’s through reskilling our staff, or deploying
technology and analytics to understand ourcustomers better.

MEASURING PROGRESS

Even as we are focused on enhancing thecurrent property, our eyes are firmly set on
expansion through the addition of an ultraluxury hotel tower, 15,000-seat arena andadditional MICE space. We continue to workthrough various aspects of the expansion
project with the Singapore Government andare making good progress.
At the same time, we are continuing to expand
our contribution to Singapore’s wider tourism
landscape. This includes forging further
synergies with like-minded partners acrossthe Marina Bay area, helping to transform
it into Asia’s premier leisure, business andentertainment destination. As many of ourcustomers are spending more time engaging
in off-property activities, we are also curating
unmatchable experiences across other partsof Singapore that the premium customer will
regard as extensions of our own offerings.
Our transformation is outlined in detailthroughout the sections of this report. We hope
you will like what you see, and will join us for what
promises to be an extraordinary journey ahead.

Paul Town
Chief Operating Officer,
Marina Bay Sands

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

CONTENTSYEAR IN REVIEWLUXURY TR ANSFORMATION

8142022 Highlights

Premium Positioning	
E xceeding customer expectations through premium
and exclusive experiences.

16 elivering a Best-in-ClassD
Hotel Experience	Re-evaluating the customer journey to create anemotional response at every touchpoint.

20

Raising the Bar	Attaining gold standards in hospitality throughtransformational hotel design.

22

Elevating the Gaming Experience nhancing the casino experience and reinforcing theE
Responsible Gambling Programme.

24

Renewing the Luxury Retail Experience	Diversifying the retail mix through compelling concepts inthe luxury retail space.

27 	
Envy of the Culinary World
Satiating an appetite for world-class dining andculinary showmanship.

YEAR IN REVIEWL U X U RY T R A N S F O R M AT I O N

MEASURING PROGRESSMEASURING PROGRESS
30 	
Staging a Comeback
Propelling entertainment to the fore with
out-of-the-box events.

34 	
Revitalising MICE evolutionising the meeting experience throughR
unrivalled MICE infrastructure and digital capabilities.

48

People	Paving the way for the future by committing to
the development of an over 10,000-strong workforce.

53

Community	Maximising social impact by inspiring change andenabling communities to reach their full potential.

37 	Expanding the Cultural Portfolio

58	Engaging visitors through a dynamic rosterof programming across multiple attractions.

	Delivering world-class hospitality with sustainability
at the core.

41	
The Road to Festivalisation
	Offering a calendar of thematic cultural eventsand immersive experiences.

42 	
The Digital Future of Hospitality
	Unleashing the power of technology fora seamless guest experience.

44 	Driving Greater Efficiency
Through Technology	Igniting creativity for innovation to fostera culture of doing more with less.

Planet7

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

2022
HI GHLI GHTS
2022 began under the
lingering cloud of the Covid-19
pandemic but improvements
were seen progressively
throughout the year, initiallyfollowing the easing oftravel restrictions and later
the removal of most safe
management measuresin Singapore.

From full house at the hotel to the return of largescale events, Marina Bay Sands made significant
strides as business momentum rose in tandem withvisitor arrivals. The integrated resort reported arecord performance in both mass gaming and retailrevenue for the fourth quarter of 2022, capping a
sizzling year of recovery.
Over its 12 years of operations, Marina Bay Sands
has not only transformed the city skyline but also
captured the imaginations of Singaporeans and therest of the world. The IR built on its strengths andsolid foundation in 2022 and swiftly benefited fromthe recovery in travel demand, through continuous
reinvention, with stellar accolades and recordbreaking numbers to show.
As Marina Bay Sands looks towards its next phase ofreinvestment and expansion, this year in review takes
stock of its milestones to keep innovating and solidify
its standing among the world’s greatest destinations.

S $5 45 M I L L I O NREINVESTED
into the existing property in 2022
to transform its offerings

S$2.3 BILLIONT O TA L
REINVESTED
in the existing property from2010 to 2022

N E A R LY
12 ,0 0 0
VO LU NTE E R
HOURSin 2022N E A R LY
92 ,0 0 0
VO LU NTE E R
HOURScontributed to the community
since opening

52.3%
REDUCTION
IN CARBON
FOOTPRINT
since 2012

A S I A’ S O N LY
TRIPLEP L AT I N U M
CERTIFIEDS U S TA I N A B L E
MICE VENUE
as of 2022

YEAR IN REVIEWL U X U RY T R A N S F O R M AT I O N

9MEASURING PROGRESSN E A R LY
10,6 0 0
TEAM
MEMBERS2 ,1 6 4

MICE events hosted
at Sands Expo in 2022

O V E R 1 ,1 0 0

to date, of which

new-to-Singapore
events held to date

T WO
THIRDSARE
LOC AL S

OV ER
S$4 MILLION

86
AWA R D S

raised through Sands for Singapore
Charity Festival 2022

in 2022819
AWA R D SOV ER S$3 1
MILLION

since opening

raised through the Festival to date

34
CONCERTS,
MUSICALS ANDPERFORMANCES
staged in 2022

N E A R LY 7 0
RED CARPET
EVENTSA N D MOV I E
PREMIERES
since opening

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

2022 F I N A N C I A L H I G H L I G H T S

The recovery at Marina Bay Sands
progressed through the year, with massgaming revenue reaching an all-time
property record as 2022 came to a close.

Despite airlift constraints and residual travel restrictions in theregion, the integrated resort achieved strong growth in all
gaming and non-gaming segments in the final quarter.
“ In Singapore, we were pleased to see the robust recovery continue
at Marina Bay Sands…with the property delivering record levelsof performance in both mass gaming and retail revenue. We are
excited to have the opportunity to introduce our new suite product tomore customers as airlift capacity improves and growth in visitationfrom China and the wider region is enabled by the relaxing oftravel restrictions,” said Robert G. Goldstein, Chairman and Chief
Executive Officer of Las Vegas Sands.

U S $ 1.0 6
BILLIONE B ITDA

US$2.5BILLIONNET
REVENUEYEAR IN REVIEWL U X U RY T R A N S F O R M AT I O N

11MEASURING PROGRESS

US$1.68
BILLION
CASINOREVENUE

9 3 .1 %HOTELO C C U PA N C Y

US$285MILLIONROOMS
REVENUE

US$234MILLION
F&B
REVENUE

9 9. 5 %MALL
O C C U PA N C Y

U S$2,596
SALES PERSQ FOOTAs at 31 December 2022

Average occupancy for the year

Performance of Marina Bay Sands in the financial year of FY2022, from January–December 2022.

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

LU X U RY
T R A N S F O R M AT I O
No detail has been spared when embedding luxury acrossall areas of the integrated resort – from hotel and casino
facilities to entertainment, food, retail and attractions
offerings, all to provide guests a truly elevated experience.

YEAR IN REVIEWON

L U X U R Y T R A N S F O R M AT I O N

MEASURING PROGRESS

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

PREMIUM POSITIONING
Adapting in the face of turbulence has been key toMarina Bay Sands’ success over the past 12 years.

W

ith the operating environment becoming morevolatile in recent years, this knack for evolving on
demand has become more important than ever.
Against this challenging backdrop, the IR accelerated
an ambitious property-wide plan in 2022 to elevate its
products and services in response to growing demand
for a more premium offering from its global clientele.
“Our customers have become a lot moresophisticated in the last 10 years and are demanding
ever more premium and exclusive experiences.
So, to an extent, this is a response to this changing
dynamic,” says Paul Town, Chief Operating Officer.
“But we are also reimagining and extrapolating what
the market will look like in the years to come, and webelieve that the future will absolutely be about luxury– particularly in Singapore, which is already seen as apremium destination.”

At the heart of this plan is the US$1 billion
reinvestment into the resort which will transform thephysical infrastructure of the hotel, as well as add new finedining concepts and wellness options.
Accompanying this brick-and-mortar makeover willbe the significant elevation of service touchpoints thatbring together the best of digital technology and humanexpertise, ensuring an enhanced and consistent customer
journey throughout their visit to Marina Bay Sands.

Lessons from the Pandemic
While the pandemic undoubtedly impacted theIR’s operations, the experiences during the crisis

also generated valuable insights that justified its
premium repositioning.
Unable to travel, many locals ‘rediscovered’ high-end
dining or shopping delights available at the property.
Meanwhile, many regional travellers chose Singapore,and Marina Bay Sands in particular, as their firstdestination after border restrictions eased. These
customers responded enthusiastically to the new luxury
touchpoints that had been rolled out so far, whether it
was newly refurbished hotel suites in Towers 1 and 2,
upgraded casino offerings, or a yacht moored nearby
providing exclusive experiences.
There was also a discernible shift in customer behaviour
as many sought to engage more deeply with all aspectsof the resort, resulting in higher overall expenditure.
Customers are also spending a greater proportion of
their time off-property, a trend that Marina Bay Sands
is answering by partnering with like-minded service
providers to act as an extension to the IR’s offerings.
“The market has responded really well to these premium
lifestyle experiences, which makes us feel validated in our
approach to elevating our positioning,” says Town.
The strategy has succeeded in capitalising on therobust post-pandemic demand for travel and leisure.
Reflecting this, Marina Bay Sands’ net revenue nearly
doubled in the fourth quarter of 2022 to US$682
million, up from US$368 million in the same period in
the previous year.
Despite the strong rebound in 2022, it is only the
beginning of a multi-year transformational journey.
Leveraging its premium strategy,

US$1
BILLION
reinvestment back into
the integrated resort

YEAR IN REVIEWL U X U R Y T R A N S F O R M AT I O NMarina Bay Sands is confident of growing into a
US$2 billion EBITDA company when the market fully
recovers – far exceeding the US$1.6 billion achievedprior to the outbreak of the pandemic.
“If we want to maintain our lead as the best integrated
resort in the world, then that target becomes very
achievable. It requires us to get enough of the high-value
tourists spending at a level that will build the top line anddeliver the US$2 billion, even with inflationary pressures.
And for that to happen, the elevation element becomes
critical,” explains Town.

No Stone Left Unturned
The ‘premiumisation’ of Marina Bay Sands will touch
all business units and impact all customer touchpoints.
Upon the completion of its renovations, the hotel will
see a room mix skewed more heavily towards suites
featuring a more luxurious aesthetic. Likewise, theproperty’s MICE offerings will tilt in favour of more
premium events that employ the latest technology todeliver a superior meeting experience.
Furthermore, many MICE delegates want to explore
beyond their meetings, eager to experience the resort’s
luxury attractions, whether it’s a meal at a celebrity
restaurant or a Broadway musical at Sands Theatre.
The IR’s collection of world-class F&B establishments
will see the addition of several new high-end restaurants.
The F&B team is working with some of the world’s best
chefs to bring in innovative concepts curated specificallyfor the property.
On the entertainment front, Marina Bay Sands is working
with lifestyle partners to offer not only the best shows
and concerts on its property, but also at other worldclass venues across the island. In 2022, customers wereable to enjoy the Singapore Grand Prix at the exclusive
Formula 1 Paddock Club, and Mandopop superstar JJ
Lin’s sold-out concerts at the National Stadium.

MEASURING PROGRESS

Upskilling its People
The elevation of Marina Bay Sands’ offerings will
require its people to work with new technology
and processes to better serve the premium
customer as new luxury touchpoints are
introduced. Team Members will also need to forge
relationships with customers that go beyond thetransactional, and touch on their emotional needs
as well. To this end, the IR has spared no effort inarming its more than 10,000 Team Members withthe skills and knowledge required to support thepremium strategy.
“It’s crucial for Marina Bay Sands to continue tobe a leader in training and identify new ways ofleveraging technology to free up staff to provide
the level of hospitality necessary,” says Yoshua
Rubinstein, Senior Vice President of Strategic
Planning, Analysis & Development. The goal oftechnology is not to replace front line staff, butrather to enable them to engage customers at a
deeper and more meaningful level, he adds.
Alongside elevating its existing products andservices, Marina Bay Sands is already preparing
for its expansion under the ‘IR2’ project. This willreinforce the premium strategy by adding new
infrastructure and features designed specifically forthe high-value customer.
While the pandemic has impacted theschedule, the IR2 expansion was put back on
track in 2022, and more progress is expectedin the coming years.
Says Town: “The intent is to create a different
experience. While IR1 is about vibrancy and action,
IR2 will feel a little bit more intimate and moreexclusive. It will still have Marina Bay Sands’ worldclass service DNA running through it but delivered
with a slightly different flavour.”

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

D E L I V E R I N G A B E S T- I N - C L A S SHOTEL E XPERIENCE
Among the sectors hardest hit
by the pandemic, the hospitality
industry has emerged to a new
reality: guests are seeking out
more unique experiences while
the talent needed to deliver
them becomes harder to find.

A

mid this challenging landscape, Marina Bay Sands’
hotel has been transforming its operations todeliver a more premium level of service to its customers.
Recognising that it already had a first-rate product,
the hotel team decided to reassess the entire guest
journey as it sought to deliver best-in-class service
and experiences at all touchpoints, from the suite
facilities and dining options, down to the snacks andcoffee available in the room.
“The goal is to touch every emotional point from themoment you land to the time you leave the property,
and everything in between. And this experiencemust cater to all guests, from the 95-year-old
grandmother to the three-year-old child,” explains
Tane Picken, Senior Vice President, Hospitality.

Technology will play a key part in this bold
transformation, such as employing digitalsolutions to support Team Members’ efforts
to enhance the guest experience. The
intent is not for digital innovation to replace
human service, but rather to complement it
to generate more successful outcomes.
One example of this hybrid approach isa new contactless service enabling guest
check-in via the Marina Bay Sands mobile
app, even before arriving at the hotel.
Guests will also be able to access lifts andunlock their room with the app seamlessly.
Further down the road, guests might evenbe able to drop their luggage with the bellboy and have it taken up to their rooms bya robot, where it will be waiting for themwith a butler by the door when they arrive.

MAJOR
ACCOLADESIN 2022

Forbes Travel Guide 2022
Four-Star HotelBest Meetings Hotel(Singapore) at M&C Asia

Intuitive Housekeeping
Technology alone cannot deliver thelevel of luxury service that the hotel aims
to achieve, however. Instead, the teamhas launched an ‘intuitive housekeeping’
programme to realise its goal of
anticipating every need a guest may have,no matter how small.

The hospitality industry has emerged to a new reality where guests are seeking out more unique experiences.

Stella Awards 2022

Best Hotel Pools in
Singapore (1st) at
Travel+Leisure’s Asia’s
Best Awards 2022

YEAR IN REVIEWL U X U R Y T R A N S F O R M AT I O N

MEASURING PROGRESS

Hotel rooms and suites are undergoing a bold transformation to deliver new levels of luxury.

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

The Marina Bay Sands Butler Academy was created in 2022 to develop first-class talent in Butler Services.

This could mean using leather ties to lend an elegant
touch when tidying up messy computer and phone
cables or placing soiled gym clothes in a laundry bagwith a scented pouch.
“Under this programme, we don’t call ourHousekeeping staff ‘Room Attendants’ any more
– they are ‘Room Stylists’. And we developed a listof different pouch items which are not in a guest
room but are used to satisfy needs that our guests
may not even know they have. This is what we callintuitive housekeeping,” says Picken.
“And it requires a personal human touch. It’s not
something I can see robots doing in the next
10 years at least.”

Focusing on Wellness and Sustainability
As wellness becomes a priority for global consumers,
Marina Bay Sands’ hotel is leveraging technology
to roll out on-demand services to satisfy thisgrowing appetite. These include a live jogging app,suggesting routes around the beautiful Marina Bay
area, as well as virtual gym, yoga and stretchingsessions that can be accessed via a digital platformfrom the comfort of one’s room.
With sustainability at the top of mind for many
travellers, Marina Bay Sands continues to strengthen
its eco-friendly solutions across the hotel’soperations, such as using wooden blocks recycledfrom disposable chopsticks for guests to request achange of bed linen.
These initiatives are aligned with the IR’s
sustainability efforts, and an extension of its
progressive journey to reduce impact on theenvironment without compromising on theguest experience.

YEAR IN REVIEWL U X U R Y T R A N S F O R M AT I O N

Training World-Class Talent
Faced with labour challenges across almost all
key roles in the hospitality sector, Marina Bay
Sands is also working to groom local talent to help
execute its premium strategy, while raising theoverall standard of the industry in Singapore. This
ambition is perhaps best reflected in the resort’s
Butler Academy, created to train a pipeline ofbutlers delivering a consistent level of world-classservice at the hotel.
“What we realised is that there are a lot ofhighly intelligent and skilled people who don’t
understand the butler experience. So, we set up
the Marina Bay Sands Butler Academy to educate
young talent in delivering exceptional service.
It also helps our older colleagues who havebeen in the business for a long time expand into
something new,” says Picken. Looking ahead, theAcademy will partner with universities and othereducational institutions to expand the scope anddepth of the training provided.

MEASURING PROGRESS

The hotel witnessed much progress in 2022 in its
mission to elevate its infrastructure and facilities,
and the years ahead will see a multitude of newservices and features being rolled out on a regularbasis – whether it’s freshly renovated rooms or
innovative F&B concepts.

“T here are multiple things that will be
introduced down the road in our drive todeliver the world’s best luxury integrated
resort experience. Due to the size of ourproperty, it will be a journey of steps,
rather than an overnight change.”Tane Picken

Senior Vice President, Hospitality

19

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

R AISING THE BAR
The first impression when the lift doors glide open is of lightness.
From the corridors to the guestrooms, there is a subtle glow fromthe choice of materials and colour palette, lending hints that awonderful transformation has occurred.

Welcome to the reimagined hotel at Marina
Bay Sands.

Since 2021, the IR has been making over Towers
1 and 2, guided by design and the philosophyof delivering an unparalleled Asian hospitality
experience. No amount of effort has been spared toelevate it to heights previously unseen in Singapore.
The interiors were completely overhauled, theplumbing was reconfigured, the rooms wereexpanded to house different layouts and the user
experience prioritised. Every detail is brand new,leaving nothing behind of the original design. It is abold, unconventional but generous move, especiallyconsidering the property is only slightly over a
decade old.

Taupe is the base colour, soothing and timelessbut given an edge with cheery accents throughcushions, pendant lights, furniture and even thetableware. Every single element was carefully
considered and curated before being positioned
in the space.
Forming the foundation are yards of an
elegant eucalyptus wood veneer, perfectly
book-matched, that clads the walls and doors.
This was chosen by the design team for its
pattern – traditional Peranakan features with aresort-like quality.

Now, the fruits of all that labour are ready to be unveiled.

Swathes of rich marble clad the foyer flooring
and bathroom. Venturing further, guests can sink
into the thick Axminster wool carpet with a motif
inspired by the textiles found along Arab Street
that is pure heaven for the soles.

Guests are invited to step into the tranquillity of the
new room design, as they retreat from the vibrancyof the public space. The feeling of calm is inspiredby a contemporary luxury residence – it is homeon the road, embellished with hints of the tropicalgarden city where it is located for a sense of place.

As with any abode, pops of personality arefound throughout the room, with details inviting
guests to have fun and surprising even the most
seasoned globetrotters. For starters, do not
expect a conventional minibar as it has been
deconstructed and reinvented into two parts.

Hotel guests are invited to step into the tranquillity of the new room design featuring soothing and timeless accents.

YEAR IN REVIEWL U X U R Y T R A N S F O R M AT I O N

The first is a two-metre-tall armoire, the room’s
centrepiece, with its double doors that have amuted-gold chinoiserie pattern – specially illustrated
to court good feng shui – on shiny black lacquer.
Open it and discover first an inset ‘ jewellery box’
encased in leather that holds four different TWG
Tea selections and delicate Legle tableware thatmake up the unique tea programme.
The second is a standalone bar, cylindrical insilhouette and reminiscent of a tall water glass. Everyroom now celebrates the cocktail, a reflection ofSingapore’s obsession with the beverage. A premixed selection from the most popular wateringholes in Marina Bay Sands is prominently displayed.

MEASURING PROGRESS

21

A disk embedded in the bedside table is thehandy smartphone wireless charger. There is alsoa portable Bang & Olufsen speaker to play any
pre-sleep guided meditation. Moving close to thelighting controls in the dark, they become softly
illuminated for touch-free ambience.
Finally, once enveloped in bed, atop a mattresstopper that feels like a cloud, guests can turn down
the lights and let the day fall away. In the cradle ofthis new hospitality experience designed by Marina
Bay Sands, a good night’s rest is the culmination ofthis journey – and undeniably the epitome of all of
life’s luxuries.

Those who book a suite will discover an entire area
dedicated to beverages, called the ‘social bar’. The
design team deliberately had everything displayedon exposed shelves, an open invitation to have a tea
or cocktail. An accompanying bar counter and stools
give permission to invite friends over and turn it intoa party.
Sharp eyes will not miss the incredible detail thathas gone into the room – everything from thetactility of the textured handles of the wardrobe
door, to the ribbed panelling below the 85-inchflatscreen television and the flanking pendant lights
customised and handmade with crystal glass for a
touch of sophistication.
Acres of leather have been used to clad whatever
could be – from the hangers, to the safe, shoehorn,
Nespresso machine and even the television remotecontrol sleeve.
No detail has been spared in the tech arena, either.
There is an intuitive lighting system that turns onwhen the room is entered, including the day andnight curtains opening. The switches are labelled
and the pre-set modes are spot on with theirconfigurations. Even the air-conditioner temperature
is controlled with a dial that is ergonomicallypleasing to use.
When time to turn in, guests have the opportunity
to admire the statuesque headboard that mimics
a Chinese screen in a Peranakan shophouse.
Every room now celebrates the cocktail, with a standalone bar offering a pre-mixed selection from the mostpopular watering holes in Marina Bay Sands.

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

E L E VAT I N G T H E
GAMING EXPERIENCE
The disruptions of the Covid-19 pandemic did not prevent theteam at Marina Bay Sands from reimagining what the guest
experience would be like when activities resumed.

M

ultiple taskforces were formed throughout
the pandemic with a view towards the future.
This enabled operations to continue safely for both
guests and Team Members during the challenging
period, through strict adherence to safe management
measures. Simultaneously, larger strategic reviews werecarried out to delve deep into the entire guest journey
across the casino and other parts of the property.
“As part of this review, there has been an increased
focus on elevated integrated experiences
across the casino as well as the hotel, retail, F&B
and entertainment. The objective is to create
unparalleled experiences across every touchpoint,”
says Paul Town, Chief Operating Officer.

premium mass areas were carried out across 2020
and 2021, with the VIP areas set to be completed
over the next two years. This programme will
ultimately affect all aspects of the casino, involving
extensive renovations of salons and communal
gaming areas, and refreshed F&B offerings.
“Our focus on the premium casino customer, as wellas the fact that we remained committed to our Team
Members during the challenging times, enabled
us to ramp up quickly with the rebound of travel.
Our staff were ready to serve and our customers
were welcomed back to an elevated gaming andhospitality environment,” says Baybars Oral, SeniorVice President of Casino Operations.

The casino accelerated its renovation plans for highlimit gaming areas, which includes all touchpoints ofpremium mass and VIP gaming. Enhancements to

The focus on elevating premium experiences across the integrated resort extends to the casino.

Aim of more than

700

Responsible Gambling
Ambassadors by the endof 2023

YEAR IN REVIEWL U X U R Y T R A N S F O R M AT I O N

MEASURING PROGRESS

Supporting Responsible
Gambling Practices
Marina Bay Sands remains firmly committed
to industry leading compliance controls and toresponsible gambling programmes.
Its Responsible Gambling Programme supports
the social safeguards established by theSingapore Government – including the entry levy
system for Singapore Citizens and Permanent
Residents, the Voluntary Visit Limit Programmeand casino exclusion orders – alongside its own
self-initiated measures.
In 2022, the IR further strengthened efforts
to raise awareness of the potential effects ofproblematic gambling behaviours and provided
relevant support for patrons seeking help.
A new initiative is the Informed Play System,
which allows patrons to voluntarily set a limit on
how much money and time they spend gambling
and be notified as they reach those limits. This wasestablished in collaboration with the Ministry ofSocial and Family Development to help patrons
better manage their gambling.

On-the-Ground Support
Another important aspect of Marina Bay Sands’
responsible gambling strategy is the Responsible
Gambling Ambassador (RGA) Programme,developed in 2013 in conjunction with Las Vegas
Sands and the University of Nevada, Las Vegas. The
programme is designed to equip staff to identify
observable problem behaviour and assist patrons
who may display signs of problematic gambling.
The IR currently has over 600 RGAs and the aim
is to have more than 700 by the end of 2023.
“For 2023, the focus will be to reinforce what
we’ve done in the last 12 months for raisingawareness of responsible gambling. We will also
continue to enhance the tools that we have, andfurther develop the core team of Responsible
Gambling Specialists and Ambassadors here
at Marina Bay Sands,” says Joseph Bufalino,
Executive Director, Responsible Gambling.
The casino has strengthened efforts to raise awareness of the potential effects ofproblematic gambling behaviours and provided additional tools for patrons seeking help.

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

R E N E W I N G T H E L U X U RY
R E TA I L E X P E R I E N C E
Following two years of restrictions, 2022 saw a whirlwind of retail activity forluxury shoppers in Singapore, including at The Shoppes at Marina Bay Sands.

M

arina Bay Sands’ retail business was more than
ready to meet demand, having spent the lullof the previous two years unveiling new brands andconcepts, while initiating a steady stream of support
for tenants throughout the crisis.

These efforts paid off handsomely as the world
emerged from the grips of Covid-19. Marina Bay
Sands’ retail business saw revenue surge to
US$226 million for the full year, compared to
US$177 million the year before. Mall occupancy
was 99.5 percent. This better-than-expected
performance was underpinned by the return oftravel and easing of restrictions in Singapore, whichhave been key to reviving the retail landscape.
Many local luxury consumers, unable to travelto their favourite boutiques abroad, had alreadyrediscovered The Shoppes during the pandemic.
This trend persisted even after most restrictions
were lifted in 2022, and Singaporeans were joined byaffluent tourists desiring curated experiences.
This increase in local shoppers helped compensate
for the loss of tourists from China and Japan – key

markets for The Shoppes pre-pandemic – with
their borders still largely shut in 2022. Following
the easing of travel restrictions, the biggest
international markets for Marina Bay Sands’ retailbusiness in 2022 were primarily from Southeast
Asia, including Indonesia, Malaysia, the Philippines
and Vietnam.
“We are extremely proud of our performance in
2022. The goal is to retain the local customers
that we worked so hard to acquire over the last
two years, while at the same time welcome
returning tourists,” says Hazel Chan, Marina
Bay Sands’ Vice President of Retail.

MAJOR
ACCOLADESIN 2022

Experience Excellence:
Outstanding Shopping
Mall Experience at theSingapore Tourism“Tenant mix is very important, and in the last two
years we’ve been working with tenants to renovate
their stores because we wanted to be ready whenbusiness returned. We also focused on diversifying
our tenant mix by bringing in new concepts.”
New brands – such as Acne Studios, AMAFFI,
Buccellati and Sincere Haute Horlogerie(SHH) – have landed at The Shoppes, while
existing ones – including French luxury

Marina Bay Sands is home to one of the region’s biggest collections of luxury duplexes and flagship stores under one roof.

Awards 2022

YEAR IN REVIEWL U X U R Y T R A N S F O R M AT I O N

fashion house DIOR – revitalised their duplexes
to introduce unique concepts. In July, DIOR
opened its highly anticipated, newly refreshedtwo-storey flagship store, featuring an extensive
line of men’s and women’s ready-to-wear items,
handbags, shoes, accessories and fine jewellery.

MEASURING PROGRESS“Our tenants are very appreciative of what we didfor them during the pandemic, and word has goneout to the market. When we talk to prospective
brands now, they tell us that we are known as one of
the better business partners in retail,” says Chan.

A Partner in Crisis
Marina Bay Sands was able to show the full extent
of its support for retail tenants during the mostdesperate periods of the pandemic in 2020 and
2021. When lockdowns were announced, many of
The Shoppes’ luxury tenants found themselves
without an online platform to compensate for thefreefall in physical, bricks-and-mortar business.
In April 2020, a ‘click-and-deliver’ online platform
was introduced, giving brands a channel togenerate sales amid Singapore’s ‘Circuit Breaker’ –a time when most businesses were forced to close
for nearly three months. Since the very first saleon the platform – a white Hugo Boss cap – over
150 luxury and premium brands selling fashion,accessories, watches and jewellery have benefited
from the digital concierge service.
Riding on that experience, many of thesebrands have since developed their own local
e-commerce capabilities as part of a broader
omnichannel strategy. “The luxury brands arestill very focused on the in-store experience, butmany now realise the importance of having anomnichannel presence that incorporates online ina way that enhances the entire shopping journey,”
explains Chan.
The Shoppes also helped tenants beyond passing
on rental rebates received from the Government.
The team evaluated the monthly sales figures andoccupancy costs for each tenant, identifying thosemost in need of assistance. This earned Marina
Bay Sands a reputation as a partner that supports
its tenants through the peaks and troughs,
especially during the pandemic, which presented
a volatile situation for the retail industry.

E L E VATI N G T H E M IX
The pandemic proved to be an opportunity to refresh the tenant mix at
The Shoppes. One notable development on this front was the introductionof a premium home and living retail category.
“We observed a trend of people entertaining guests more frequently athome, leading to growing demand for luxury home and living products. As
The Shoppes acquired more local customers, we decided this was a goodtime to introduce this category into our retail space,” says Chan.
Among those to debut was the first standalone store of Florentine luxury
brand Pineider, known for its fine bespoke stationery, writing and leather
goods. French ultimate luxury brand, Baccarat, French luxury goldsmithbrand, Christofle, Italian luxury linen brand, Frette, and ultra-luxe Swedish
mattress brand, Hästens, were other prestigious names in this category to
open standalone spaces.

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

Doubling Down on Luxury
As business returns to pre-pandemic levels,
Marina Bay Sands’ retail business is doubling
down on its leading ‘premium to luxe’ positioning.
This has set the IR apart from the competition,with growth in the clientele base over the years,
especially among ultra-luxe shoppers.
This commitment to meet growing demand for
exclusivity will help maintain Marina Bay Sands’
position as a leading destination in the region
once borders fully reopen.
To this end, The Shoppes is exploring new
premium offerings, such as expanding luxury
footprints, personal shopping service and VIP
private salons, as a way to reinforce its leadership
position in the global luxury retail space. Chanexplains: “Luxury consumers around the world
have shown that they desire exclusivity in theform of a salon privé. So, we are working to ensurethat Marina Bay Sands can meet and exceed
their expectations.”

Over the Christmas period, The Shoppes transformed into a resplendent wonderland with breathtaking
visuals of a floating forest amidst shimmering bright lights.

YEAR IN REVIEWL U X U R Y T R A N S F O R M AT I O N

27MEASURING PROGRESSENV Y OF THE
C U L I N A RY W O R L D“Food is our common ground, a universal experience.” These words
by the great American chef-author James Beard resonated throughthe two years of pandemic, especially when the world saw social
activities such as dining out with loved ones reduced to a near halt.

Over the last two years, Singaporeans continued
to turn to food as a source of comfort andsported new interest in rediscovering culinary gems
close to home. And as the F&B industry emerges
from Covid-19 to ride the upswing of tourism
recovery, Marina Bay Sands is staging a resolute
comeback to satiate an increased appetite for oneof-a-kind dining experiences.

Best-in-Class Dining
Since its opening in 2010, Marina Bay Sands
has revolutionised Singapore’s dining scene bypioneering new-to-market F&B concepts. Throughcollaborations with culinary icons and leading
hospitality groups, the resort continues to build on its
portfolio of fine and casual dining concepts to satisfy
its diverse customer base.
2022 was a remarkable year, with numerous concept
refreshes and new openings, headlined by the highly
anticipated launch of WAKUDA Singapore in April.
The partnership between Marina Bay Sands, culinary
maestro Tetsuya Wakuda and 50 Eggs Hospitality
Group is a game-changer for Japanese dining in
Singapore with its multi-faceted concept, stunning
design and modern take on Japanese classics.
Located in the heart of the bustling hotel lobby,
WAKUDA is a natural crowd-puller with its highquality cuisine and trendy vibe.

In September, throngs of pop superstar JJ
Lin’s fans from near and far flocked to Miracle
Coffee Singapore’s pop-up – a prelude to
the artisanal coffee concept’s flagship café
launching in 2023 at ArtScience Museum. The
café is another addition to the IR’s roster ofhigh-profile dining concepts.
“We are moving towards a three-tiered
approach to F&B. The first is to drive ultimate
luxury experiences for our high-net-worth
customers, the second to deliver experiential
dining through showmanship and the third tocreate something for everybody. The common
thread is to elevate the experience at every level
as we set the stage for the future,” says Tane
Picken, Senior Vice President, Hospitality.
In the same year, Marina Bay Sands revitalised
its signature restaurants in the spirit of culinary
innovation to keep experiences fresh for diners.
Its anchor restaurant RISE now boasts oneof Singapore’s most impressive international
buffets, rooted in Southeast Asian heritage
recipes. In a bid to enliven the lobby dining
experience, Renku Bar & Lounge also enhanced
its nightly soirees with the accompaniment oflive piano tunes and a bespoke gin trolley todeliver a whole new level of personalisation.

MAJOR
ACCOLADESIN 2022

Forbes Travel Guide 2022
Five-Star Restaurant –Waku Ghin

Two Michelin Star byMichelin Guide Singapore
2022 – Waku Ghin
One Michelin Star byMichelin Guide Singapore
2022 – CUTMarina Bay Sands has revolutionised Singapore’s dining scene by pioneering new-to-market F&B concepts, such as award-winning pop superstar JJ Lin’s Miracle Coffee.

28

Culinary Prowess Under One Roof
In 2022, Marina Bay Sands combined its celebrity
chef prowess with numerous high-calibre events. The
Michelin Star Revelation and Gala Dinner held in Julysaw top culinary stars convene for an unforgettableevening at Sands Expo & Convention Centre, as
the IR played host to its first in-person gala dinnersince the onset of the pandemic. Celebrity chef
Tetsuya Wakuda led an unprecedented line-up of
homecoming Michelin-starred chefs to present a starstudded 450-guest dinner.
While a regular event of this scale would typicallyrequire six months of planning, Marina Bay Sands
orchestrated it in just five weeks by amassing thecollective expertise of its banquet, culinary andstewarding Team Members. 250 bottles of red wine
were double decanted as the kitchen came alivewith more than 100 in-house chefs and 120 servers
mobilised to deliver the gastronomic experience.
Since its bidding days, Marina Bay Sands has notwavered from its promise to Singapore to uplift
the dining scene through its ensemble of celebrity
chef restaurants. 2022 saw the celebration of the
Formula 1 Grand Prix, setting the city state abuzz
with its post-pandemic return and acting as a timely

M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

occasion for celebrity chefs Daniel Boulud andWolfgang Puck to visit their Singapore outposts.
Guests were treated to a sold-out ‘Restaurant
DANIEL Signatures’ dinner at db Bistro & Oyster
Bar comprising the best of Chef Daniel Boulud’s
eponymous two-Michelin starred restaurant, while
many others delighted in Chef Wolfgang Puck’s
company at CUT and Spago.
“Our celebrity chefs are like family. Whenever they
visit, they make an impact not just on our customers
who seek these once-in-a-lifetime experiences tomeet them in the flesh, but also our culinary Team
Members. These highly respected chefs are mentor
figures who bring new perspectives and inspire ourpeople,” says Picken.

The Road Ahead
Marina Bay Sands believes in building a solid
foundation in service excellence – an increasingly
important ingredient in its recipe for success as
it raises the bar for luxury. In 2022, the F&B teamaccelerated training for its close to 2,000-strong teamthrough a series of new initiatives, including one inpartnership with Forbes Travel Guide, an esteemed
global authority on genuine Five-Star services.

Top culinary stars convened at the Michelin Guide Singapore 2022 Gala Dinner held at Sands Expo & Convention Centre.

YEAR IN REVIEWL U X U R Y T R A N S F O R M AT I O N

Between June and November 2022, selected
restaurant leaders and service talent across Marina
Bay Sands’ in-room and poolside dining, celebrity
chef and signature restaurants underwent training
covering a spectrum of topics, including thefoundations of exceptional service. Forbes inspectors
also conducted quality assessments based on
globally recognised standards to offer individual
outlets specific and insightful areas for improvement.
Internally, Marina Bay Sands takes a proactive stanceto nurture F&B talent through upskilling. It is the only
official training organisation outside of the Wine & Spirit

MEASURING PROGRESS

Education Trust (WSET) to extend in-house training
for the WSET Level 1 and 2 certifications, and soon theadvanced Level 3 in 2023. It is also the first in Singapore
to partner with the International Tea Education Institute(ITEI) to certify tea sommeliers – a move in anticipationof a rising trend in tea appreciation.
“With our sights set on the future, we continue tobe on the lookout for F&B talent to take us into ournext chapter of growth. Beyond training, it is also
about hiring someone with the right character andintuition who understands the nuances to deliver
exceptional customer service,” Picken adds.

Marina Bay Sands’ diverse and passionate F&B workforce puts its stellar dining repertoire on the world map.

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

S TA G I N G A
COMEBACK
Marina Bay Sands proved to be an entertainment juggernaut in 2022,with the return of nightlife and a robust calendar of internationalcelebrity-studded events and world-class performances.

T

he year ended on a euphoric high, with the resort
rolling out the carpet for some of the biggest
names across the region, as well as an exhilarating
sky-high Christmas Eve celebration at the Infinity
Pool with global megastar Jackson Wang.
From 30 November to 1 December 2022, Marina
Bay Sands played host to the inaugural on-site
Disney Content Showcase, one of the biggest
entertainment summits in Asia. The two-day event
gathered 23 of the finest talent in the entertainment
industry from Korea, Japan, Indonesia and theUnited States, to tease highly anticipated projects
from the media giant and its subsidiaries such as
Pixar and Marvel Studios. Fans engaged with a slateof star-studded events, which included a dazzling
blue carpet extravaganza where celebrities madetheir appearance in public, alongside two intimate
dialogue sessions where students had the rareopportunity to share in the experience of leading
creatives. With over 500 international press andhundreds of fans in attendance, the showcase marked
the IR’s largest-ever talent tour.

and elevating the property,” says Paul Town,
Chief Operating Officer.
“When we engage celebrities, it’s the entire thoughtprocess of how we can do more with the artist,
broadening the scope beyond a traditional concert
set and leveraging multiple levers we have as anintegrated resort,” he says.

34

concerts, musicals andperformances staged atMarina Bay Sands, morethan double since 2021

This new approach paves the way for the upcoming
15,000-seat arena – a key feature of its expansion plans(known internally as ‘IR2’) – where entertainment ispropelled in a bold and exciting new way.
“Starting on this new multi-faceted entertainment
strategy gives us a great runway leading up to IR2, in
nurturing and expanding our relationships with theartists, and building our programming for the future,”adds Town.

Hot on the heels of this event, Jackson Wang gave
Singapore a night to remember on Christmas Eve
by making a special appearance at Christmas in the
Skies, Marina Bay Sands’ first-ever pool party for the
public at the iconic Infinity Pool.
These events are testament to how the IR continues
to redefine entertainment with innovative events inthe post-pandemic climate.
The pandemic’s pause on entertainment prompted
a revolution in strategy, encouraging a more holistic
view on how to enhance the overall guest experience.
“Entertainment is no longer confined within thefour walls of a theatre space for a 90-minuteperformance. It now includes the pre- and postevent experience, amplifying social media buzz,
creating brand awareness, customer engagement
The IR played host to the inaugural on-site Disney Content Showcase, marking its largest-ever talent tour.

YEAR IN REVIEWL U X U R Y T R A N S F O R M AT I O N

31MEASURING PROGRESSThe Return of Large-Scale Shows
In 2022, a further easing of Covid-19 restrictions
allowed the IR to reopen its nightlife venues
AVENUE Lounge and MARQUEE nightclub.
Building on this momentum, Marina Bay Sands
brought back its famed Light & Water Show, Spectra,
to dazzle the Waterfront Promenade and stageda public fan event for the launch of one of 2022’s
biggest Hollywood blockbuster movies – Top Gun:
Maverick – including a visual projection of themovie’s emblem onto the façade of the three hotel
towers and ArtScience Museum. It was the firstpublic fan event to be held since the onset of thepandemic, gathering more than 4,000 fans at the
Event Plaza.
The resort also attracted some of the biggest
names in showbiz and staged a diverse range ofmusic events, from Wakin Chau, one of the mostrevered names in Mandopop, to critically acclaimed
Norwegian DJ Alan Walker for his Walkerverse
tour, South Korean hip-hop group Epik High, andtwo high-profile appearances by global megastar
Jackson Wang. It also staged a world-first prelude
art exhibition curated by King of Mandopop Jay
Chou for Art Colure with Artistes Curated by Jay
Chou, featuring works from world-renowned artists
including Mark Bradford, FUTURA, KAWS, Anselm
Kiefer, Jahan Loh and Gerhard Richter.
The property also more than doubled the numberof concerts, musicals and performances staged
at Sands Theatre and Sands Expo & Convention
Centre, from just 13 events in 2021 to 34 events in
2022. Much-loved productions took centre stage
at Sands Theatre, including the first major musicalto return to the venue, The Sound of Music, as wellas The LKY Musical fronted by Adrian Pang and
Kit Chan, popular local comedian Kumar’s Kumar
Locked Down performance, and a charity concert byhomegrown singer-songwriter Gentle Bones.
Marina Bay Sands’ Vice President of Entertainment,
David Baxley, says: “In 2022, we upped the ante in our
programming and offerings, building on our existing
relationships to secure high quality entertainment
acts that resonated with both local audiences andSpectra made a remarkable return in 2022 with a public fan event for Hollywood blockbuster movie
Top Gun: Maverick.

overseas visitors. As an integrated resort, our flexible
venues and in-depth expertise allowed us to attract
international productions that are now back on tour.
The pandemic also renewed our focus on homegrown
talent in the past two years while borders were closed,
and that trend continues to be part of our overall
entertainment strategy as we move into 2023.”

551,970

visitors to Spectra Light& Water Show sincerestarting in April

32

M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

4, 200fans turned up for Top
Gun: Maverick: A Light,
Water and Pyrotechnics
Extravaganza

23

international DJs helmed
the deck at MARQUEENightclub since reopening
in July

The Return of a Nightlife Icon
Champagne-filled nights of revelry with
top-notch live entertainment on the DJ decks
returned to Marina Bay Sands as MARQUEE
made its highly anticipated comeback on 1
July after a nearly two-and-a-half-year hiatus.
Reopening to sold-out crowds and cementing
itself as a tour de force in Asia’s nightlife scene,
Singapore’s largest nightclub welcomed morethan 132,000 guests in 2022.
Since its official return, MARQUEE has played
host to some of the world’s best internationalDJs, including trance icons Paul van Dyk and
MaRLo, and world-renowned DJs Martin Garrix,
Hardwell and Nicky Romero. With Singapore’s
Formula 1 night race back on the islandrepublic’s entertainment calendar, MARQUEE
pulled out all the stops with major international
DJs Afrojack and Steve Aoki headlining a soldout race weekend for one of its most memorable
parties since the nightclub launched in 2019.
A gamechanger in nightlife, MARQUEE has
also expanded its entertainment repertoire withcelebrity DJ acts such as Kim Hyoyeon of Girls’
Generation, one of the most successful K-pop
music groups of all time.
MARQUEE hosted some of the world’s most renowned performers since its comeback in July, including(top) Trance icon Paul van Dyk and (bottom) international DJ Steve Aoki.

YEAR IN REVIEWL U X U R Y T R A N S F O R M AT I O N

MEASURING PROGRESSEntertaining the World
With its adrenaline-fuelled entertainment calendar
showing no signs of letting up, Marina Bay Sands is
set to expand its repertoire of quality entertainment
offerings to attract new and repeat visitors.
Driven by the strong rebound in global tourism anddemand for world-class events, the IR is alreadyexpected to make waves in entertainment withthe hotly anticipated Singapore premiere for hit
Broadway musical Frozen in 2023. Plans are also inthe pipeline for concerts to be headlined by some of
the biggest music stars in the industry, positioning
the resort as an entertainment dynamo this year.

The IR held its first-ever pool party for the public at its iconic Infinity Pool for Christmas in the Skies.

SOA R I N G TO N E W H E I G H T S
W IT H G LO B A L M EG A S TA R
JAC K SO N WA N G
Multi-hyphenate global sensation Jackson Wang collaborated
with Marina Bay Sands twice in 2022 to host two dazzling events.
His maiden appearance at Marina Bay Sands was at
MARQUEE in August, where he hosted TEAM WANG
records (Human Remix), a thrilling showcase for budding
homegrown music talent. Wang became the first internationalcelebrity to walk the red carpet at Marina Bay Sands since
the pandemic, and the first ever celebrity to host an event at
the nightclub. Wang was joined by MARQUEE’s resident DJ
FVDER, world-renowned beatboxer Dharni, Wang’s longtime collaborator and music producer BOYTOY, as well as
singers Laurie and XENZU.
Just four months later, Marina Bay Sands turned its Infinity
Pool atop the Sands SkyPark into a mesmerising party venue
decked in shades of crimson red with a special LED-lined
floating stage that reigned across the expansive pool. The IR
built on its relationship with Wang and leveraged his popularity
to headline its inaugural pool party, which drew 400 revellers
and fans for a night to remember.

Marina Bay Sands’ Senior Vice President of Marketing and
Global Events, Qian Peilai, says: “Marina Bay Sands is in a prime
position to cater to the growing demand for unique entertainment
experiences that put us above the competition in Asia. Throughdynamic collaborations over the years with megastars in theregion, such as Jackson Wang, Jay Chou and JJ Lin, we areconstantly redefining entertainment for our customers.”

Global megastar Jackson Wang (third from left) with his fellow performers
at his maiden appearance at MARQUEE in August.

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

R E V I TA L I S I N G M I C E
Following two years of pandemic-fuelled disruptions, Singapore’s MICE
industry roared back to life in 2022, as event organisers took advantage
of border reopenings to resume their activities with renewed vigour.

As a leading MICE destination, Sands Expo &Convention Centre was at the centre of thismuch-welcomed revival. Having used the downtime
to strengthen its MICE proposition by leveraging
digital and sustainable solutions, Marina Bay Sands
was optimistic about the return of business travel whenmost Covid-19 restrictions in Singapore were lifted
in April 2022. Yet, Sands Expo’s performance in 2022
exceeded even the most hopeful internal forecasts.
By the end of 2022, Marina Bay Sands had hosted
2,164 events, compared to 870 in 2021 and 3,600
pre-pandemic. Notable large-scale events included
returning ones such as Singapore International Water
Week and Tax Free World Association (TFWA),
as well as new shows like TOKEN2049, the anchor
event for Asia Crypto Week, and Find – Design
Fair Asia, the region’s leading furniture, interiors anddesign event.

“Bringing in new shows into Singapore is important,because we exist to help Singapore attract big
MICE events. But to be able to achieve that in ayear when the industry was only just recovering andborders had just reopened is a remarkable feat,” says
Ong Wee Min, Vice President of Sales & MICE.
Even as Covid-19 restrictions ease and travellers
return to Singapore, ensuring the health and safetyof MICE delegates and visitors will continue to bea key priority for Marina Bay Sands. To this end,
the IR goes beyond prevailing safety guidelines
and has obtained certifications that affirm a deep
commitment towards meeting best-in-classhygiene and safety standards.
Sands Expo was the first in Singapore to attain the
SG SafeEvent Certification, a nationally recognised
certification programme that is awarded only tovenues which meet strict requirements and upholdbest practices.

MAJOR
ACCOLADESIN 2022

Experience Excellence:
Outstanding Event Venue
Experience at the Singapore
Tourism Awards 2022

Best Convention Centre(Southeast Asia) at M&C
Asia Stella Awards 2022

Healthy Venue Gold
Accreditation by World
Obesity Federation

EIC Sustainable Event
Standards 2022 (Platinum
Level) by Events Industry
CouncilState-of-the-art Hybrid Broadcast Studios are key aspects of an omnichannel MICE strategy designed for both physical andvirtual audiences.

YEAR IN REVIEWL U X U R Y T R A N S F O R M AT I O N

35

MEASURING PROGRESS

Turning Crisis into Opportunity
As global MICE activity came to a standstill
following the spread of Covid-19 in 2020, Sands
Expo devoted its energy to developing digital
capabilities that would enable clients to engage
their audiences virtually.
Developed initially to combat a crisis, thesesolutions – most notably the Virtual Meeting Place(VMP) and state-of-the-art Hybrid Broadcast
Studios (HBS) – are now key aspects of anomnichannel MICE strategy designed for both
physical and virtual audiences in a post-pandemic
world. These newly developed digital capabilities
enable organisers to boost an event’s overall
productivity, enhance the delegate experience andlengthen the lifecycle of their shows.
Sands Expo extended its virtual and hybrid
capabilities further by rolling out VMP in October
2021, becoming the first venue in the MICE
industry to launch such a platform globally. The
VMP acts as an extension of the physical venue,
empowering organisers to replicate real-life event
spaces at Marina Bay Sands with live streaming,
exhibition booths and a content library.
Even as face-to-face events return, organisers
today are looking to leverage innovativetechnologies to deliver superior experiences; thegroundbreaking HBS equips events teams withbroadcast-quality live streaming, and holographic
and mixed reality capabilities.
“HBS enabled Marina Bay Sands to remain partof the conversations with our clients. Just as
we provided physical spaces in the past, we can
now offer virtual spaces that give our clients theability to wow their audiences and tell their stories
with leading-edge holographic and mixed reality
technology,” explains Ong. “In the post-Covid
world, we are seeing a change in the way ourclients use the HBS. It was previously used as areplacement for physical engagement, but now it isan enhancement to in-person meetings, and forms
part of our clients’ omnichannel strategy.”

Sands Expo & Convention Centre saw the return of notable large-scale events in 2022, exceeding its
internal forecasts and expectations.

Sustainability is the New Digital
The most visceral aspect of Marina Bay Sands’sustainability efforts in MICE is in its infrastructure. Sands
Expo & Convention Centre is Singapore’s first carbon
neutral MICE venue, offering 1.3 million square feet offlexible convention and exhibition space. In addition to
being an ISO-certified venue, Sands Expo is the firstvenue in Asia Pacific to be certified LEED-Platinum.
The sustainability strategy extends beyond justinfrastructure. On the talent front, the experienced
MICE team has acquired the knowledge andexpertise to help event organisers customise
meeting experiences with sustainability in mind. By
incorporating solutions such as sustainable menus,
or green procurement and waste management
processes, organisers can reduce their overall
environmental impact at no additional cost.
“In terms of client priorities, sustainability has become thenew digital. It’s important for us to continue to lead in thisarea post-pandemic, and we are constantly working todevelop sustainability solutions for our clients,” says Ong.

2,164
events hosted in 2022

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

The Future of MICE
Looking ahead, Marina Bay Sands believes thatthe future of the MICE sector will no longer besolely physical in nature. As new norms emerge,
the traditional ‘five-day-a-year event’ concept
will transform to include an omnichannel strategy,
involving new technologies deployed to engage
a wider audience globally. Under this newparadigm, delegates will enjoy a seamlessexperience transitioning between physical andvirtual events and have access to on-demandcontent similar to that offered on online streaming
entertainment platforms.
Delegates who come to Marina Bay Sands are also
seeking a richer experience by taking in the totalityof the property’s attractions – from F&B toentertainment, arts and culture – something
standalone MICE venues cannot offer.
“Most delegates don’t want to just go to a meetingany more. They are looking for a richer, more
holistic experience that encompasses the room,
the dining and the entertainment, pre and poststay. That has become more of an importantcompetitive advantage for our MICE offering,”
adds Ong.
It also plays well into the premium positioning
strategy. While MICE is a broad industry, catering
to a diverse range of audiences across different
markets, there is increasing demand forspectacular, one-of-a-kind experiences.
From exclusive access to new venue spaces,
VIP treatment for C-suite guests, to organisingmasterclasses for special interest groups, the teamat Sands Expo will go the extra mile in ensuring
an elevated event experience that maximisescustomer engagement and satisfaction.
After a solid 2022, Marina Bay Sands aims tocontinue to blaze new, exciting trails for MICE,
and cement its position as a leader in this fastgrowing space.
Says Ong: “The risk is complacency. So, wemust keep exploring new processes, ideas andpartnerships to do things better and faster, and tohelp us deliver superior experiences.”T H E B AY PR EC I N C T S T R AT EGY
With the MICE sector going through a period of revitalisation following
the pandemic, coupled with the return of large-scale international events to
Singapore, Sands Expo is embarking on a bold venture aimed at providing
a mass customisation solution for its sophisticated business event clients.
To be launched in phases, the Bay Precinct Strategy aims to create anenlarged ecosystem of services and offerings by bringing together different
hospitality players, attractions, retail malls and service providers around
Marina Bay. As the intrinsic uniqueness of each event spans an enormous
set of possibilities, this cross-sector alliance is a critical step to amassing
and presenting a directory of specific partner capabilities that event
organisers can refer to when designing and curating a highly personalised
event programme for their delegates.
“The Bay Precinct Strategy seeks to change the very nature of how
business events are traditionally organised – from a one-venue destination
to an experiential journey showcasing Singapore’s unique culture andcharacter,” says Ong.
“With this strategy, we are positioning Marina Bay as the epicentre forinternational business events when organisers think of Singapore as theirchoice MICE destination.”YEAR IN REVIEWL U X U R Y T R A N S F O R M AT I O N

MEASURING PROGRESSE X PA N D I N G T H E
C U LT U R A L P O R T F O L I OMarina Bay Sands had a strong offering of attractions in
2022, rebounding with a fresh line-up of dynamic experiences
including the ArtScience Museum, Digital Light Canvas,
Sampan Rides and SkyPark Observation Deck.

T

he pandemic period was an opportunity for the
resort to reimagine and transform its attractions
with one-of-a-kind activations to keep up with thelatest tourism sector trends in an era of changing
visitor expectations.

to the team’s relentless pursuit to revolutionise theirofferings with a thoughtful, multi-faceted game planthat took the attractions to the next level.

The disruption to mass travel beginning early in 2020
led to a large drop in visitation, necessitating Marina
Bay Sands’ pivot towards a predominantly local
audience. ArtScience Museum paved the way for
this, testing waters with the domestic market during
the 2020 Circuit Breaker period. This included thecreation of a successful online broadcast programmecalled ‘ArtScience at Home’, providing accessible
cultural experiences to be enjoyed from the comforts
of one’s home.
Through the continuous development of suchinitiatives, the Attractions team was able to identify
the types of experiences that resonated with different
audiences and, using these learnings, create aninnovative strategy to employ across all attractions
within the IR.
“We turned this crisis into an opportunity to elevate
our attractions beyond what they were built for,envisioning them as lifestyle hubs where exciting,original, educational, immersive experiences cantake place,” says Honor Harger, Vice President of
ArtScience Museum and Attractions. “By drawing
on the uniqueness of each attraction, we managed
to curate a wide variety of dedicated programmes
appealing both to the local crowd and the tourists
who we knew would return after the pandemic.”
Early 2022 eventually saw the easing of border
restrictions and resumption of international travel,
culminating in a significant rebound of tourist
visitation to the attractions, especially from regional
neighbours Malaysia, Indonesia, Vietnam and India.
By year-end, the Attractions portfolio had clockedin 1.6 million visitors. This success was a testament

Digital Light Canvas by teamLab underwent a major refresh as part of the Attractions team’s strategy to
rejuvenate experiences for visitors.

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

Offering New Vantage Points
Located 56 storeys above ground, the SkyPark
Observation Deck is an iconic attraction boasting
spectacular views of Marina Bay and the panoramic
vistas of the city. Over the years, its appearance inpopular feature films including Crazy Rich Asians has
upgraded its status to being synonymous with living
the high life.
The Attractions team doubled down on this insightin 2022, elevating it beyond a sightseeing platform
to a versatile lifestyle venue where people canrevel in exciting, unparalleled experiences. The
team collaborated with several local organisations
throughout the year to breathe new life into the space,
unveiling a bold series of marquee programmes.
In June, Movies in the Sky was launched in partnershipwith Cinewav and Klook, transforming the SkyPark
Observation Deck into one of the highest rooftop
cinemas in the world, with breathtaking views andan outdoor entertainment experience like no other.
Featuring an array of popular and internationallyacclaimed titles, visitors could look forward toluxurious movie screenings under the stars, completewith recliner floor sofas as well as food and drinks
from CÉ LA VI.
The SkyPark Observation Deck also contributed to theresort’s vibrant nightlife scene in October, converting
into a buzzing dance floor with Pelago’s Silent Discoin the Sky. Set against the backdrop of Singapore’s
glittering skyline, partygoers could groove the nightaway to their favourite jams through headphones
blasting different styles of music spun live by three DJs.
On the ground, another attraction continuing toengage its audiences through a rotating presentationof works is ArtScience Museum. Since opening in
2011, the Museum has cultivated pivotal partnerships
with many local and international institutions that havehelped to usher in a constant flow of exhibitions andexperiences across all attractions.
Together with long-time partner SPACElogic,
ArtScience Museum ventured into the colourfulworld of manga in 2022, exploring this influential
art form for the first time with Attack on Titan:
The Exhibition. Based on the critically acclaimed
Japanese manga and anime series, this timely‘Sketch Flight’, a large-scale, interactive digital installation developed as part of Future World’s revamp in 2022.

exhibition rode the waves of a global pop culture
phenomenon and brought scores of locals andtourists through the Museum’s doors.
In 2016, the launch of ArtScience Museum’s
permanent exhibition Future World: Where Art
Meets Science also marked the start of its landmark
collaboration with Tokyo-based art collective
teamLab. Since then, many large-scale digital
artworks have been unveiled to offer new adventuresfor visitors, from Future World ’s regular refreshes tothe inception of Digital Light Canvas by teamLab –Marina Bay Sands’ youngest attraction located at
The Shoppes.
This partnership was scaled up to new heights
in November 2022, culminating in one of Future
World’s most dramatic redevelopments to date.
Three major interactive artworks were revealed
within a new gallery titled Exploring New Frontiers,
alongside a major transformation of Digital Light
Canvas by teamLab.
“We’ve been able to rebuild our relationship withvisitors, despite the pandemic – from reconnectingwith international travellers to deepening the warm
affinity that we’ve established with our local audiences
since the very start. Our ability to transform ourattractions into novel spaces truly underscores Marina
Bay Sands’ ability to draw visitors to rediscover oururban spaces,” says Harger.

YEAR IN REVIEWL U X U R Y T R A N S F O R M AT I O N

Embracing the Season of Wellness
There were two central themes anchoring the
programmes and initiatives at Marina Bay Sands’
attractions in 2022. While environmental sustainability
has always been at the heart of the property’s
indulgent experiences, a new focus – mental healthand wellness – was brought to the fore by thecollective challenges faced during the pandemic.
“Covid-19 and its accompanying social isolation
over the last few years have generated muchstress and anxiety among the global population,
foregrounding the importance of looking after
one’s wellbeing amid a mental health crisis. Thissentiment was echoed by many within our teamwhile brainstorming ideas for programmes; hence,
we decided to work towards curating innovative
experiences that would mark Marina Bay Sands
as a sanctuary where guests can rest and reset,”
explains Harger.
Each initiative across the attractions complemented
the other to form a holistic take on wellness. At SkyPark
Observation Deck, visitors were encouraged to
rejuvenate their minds and bodies with SkyPark Yoga
sessions by Virgin Active held at sunrise.
Meanwhile, ArtScience Museum introduced ayear-long Season of Mental Wellbeing aiming toraise awareness and initiate conversations through

MEASURING PROGRESS

thoughtfully curated exhibitions, education activities
and public programmes. Kickstarting the season
in February was Hope from Chaos: Pandemic
Reflections, offering visitors a space for reflection
by looking into the inner lives and practices of visual
artists as they weathered Covid-19. In September,the headlining exhibition of the season – MENTAL:
Colours of Wellbeing – invited visitors to embark on
an intimate and personal journey to get in touch with
their feelings. Bringing together over 20 artworks
and large-scale installations by artists, scientists anddesigners around the world, the exhibition celebrated
the wide spectrum of mental health.
Environmental sustainability was a key driver for therefresh of Digital Light Canvas by teamLab at The
Shoppes in November. A new interactive installation
called Graffiti Nature was unveiled, allowing visitors
to explore a lush ecosystem of flora and fauna.
Drawings of various endangered animals and plants
can be brought to life in visitors’ imaginations andreleased into the digital jungle.
“Our attractions offer unique experiences that not
only open visitors’ eyes to the beauty of the world
we live in, but also emphasise the importance of aharmonious relationship between mankind and its
environment. By showcasing this connection, we arereminded of our responsibility towards conserving thenatural world for our collective future,” says Harger.

SkyPark Yoga sessions held 56 storeys in the skies at the SkyPark Observation Deck.

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

Shaping a Museum of the Future
To celebrate the 10th anniversary of ArtScience
Museum in 2021, the VR Gallery was unveiled inJuly of that same year, followed by the launch of
the Museum’s first purpose-built screening room,
ArtScience Cinema, in May 2022. These offerings
marked the complete transformation of the Level
4 spaces into a new frontier of digital immersion,
adding another dimension to the visitor experience
while setting the stage for the next decade of growthand exploration.
“As a museum operating at the intersection of art,science, technology and culture, we have built astrong portfolio over the years, establishing our
reputation for cutting-edge, immersive experiences.
However, some of the most interesting stories byartists, filmmakers and even scientists continue to
be told through new mediums of technology such as
virtual reality. As such, we really wanted to create apermanent platform that can regularly spotlight suchworks,” says Harger.
A key highlight of 2022 for the VR Gallery was thepremiere of Marshmallow Laser Feast’s 12-minutelong virtual reality experience We Live in an Oceanof Air. It saw visitors go beyond the VR headsets
to embark on a multi-sensory journey madepossible through a combination of state-of-the-art
technology including body tracking devices, heart
rate monitors and breath sensors. The experience
opened to rave reviews, selling out sessions across its
four-month run.
In a similar vein, ArtScience Cinema was opened toprovide a dedicated home for the Museum’s moving
image programme. Within this new space, curated
film programmes will be presented year-round,including feature films, cinematic retrospectives,
festival selections, documentaries and more. To keep
films accessible to the masses, the Cinema also offers
both free and ticketed admission. Since its launch,over 60 films have been screened.
Over the last decade, ArtScience Museum has
become a vibrant expression of Singapore’scommitment to art and science, serving as a vessel
for experimentation, innovation and interactivity
through its presentation of groundbreaking
exhibitions. In 2022, Patricia Piccinini: We Are

Six blockbuster exhibitions and more than 60 films were presented at ArtScience Museum in 2022.

Connected pushed the boundaries as one of
the most evocative exhibitions to premiere in
Singapore; her animal-human hybrid sculptures
explored the evolving relationship between
humans and nature in the face of biotechnology
advances such as genetic engineering.
Even with its origins as part of an integrated
resort, ArtScience Museum has managed tocome into its own within the local arts scene.
“We like to think of ourselves as a futureoriented museum, which sets us apart fromother cultural institutions in Singapore. Our
rich and varied offerings have also enabled
us to join the international conversation withsimilar museums around the world,” adds
Harger. “Our ultimate goal is to offer visitors
some insights into the many possibilities of the
future and show how they might play a role inshaping it.”MAJOR
ACCOLADESIN 2022

Travellers’ Choice 2022 by
TripAdvisor – Sands SkyPark
Observation Deck

YEAR IN REVIEWL U X U R Y T R A N S F O R M AT I O N

MEASURING PROGRESS

41

THE ROAD TO
F E S T I VA L I S AT I O N
In 2022, Marina Bay Sands embarked on a journey
to build its status as a landmark destination througha new strategy to deepen cultural engagement withvisitors. By turning the spotlight on cultural themes
and amplifying marquee events taking place on
property and around Singapore, the integrated
resort will be offering multiple immersive experiences
throughout the year as part of its Festivalisation
strategy.
The series had its debut in January 2023 with
‘Where Art Takes Shape’, a 10-day celebration intandem with Singapore Art Week. It presented alimitless canvas for Marina Bay Sands to showcase
its multi-faceted prowess across business, leisure andentertainment fronts, by crafting experiences aroundan anchor event to reach an even wider audience.

“The Festivalisation approach is an evolution fromthe days of singular events to readily accessible
experiences that are all-encompassing across
our property. By building a multitude of events
around specific themes, we are offering visitors theopportunity to join in the festivities and be partof the action, whilst having the freedom to curate
their own experiences.” aul Town
P
Chief Operating Officer

Beyond playing host to Southeast Asia’s largest
art fair, ART SG, at Sands Expo & Convention
Centre, visitors were invited to celebrate art in all
its wondrous forms through a host of activations
across property, from art-inspired cocktails and film
screenings at ArtScience Museum, to nightly dress
show performances at the Event Plaza and animatedprojections on the underbelly of Sands SkyPark.
Bright pops of colours that adorned the resort werereflective of renowned French-Vietnamese graffiti
artist Cyril Kongo’s work in a six-metre-long canvas,
which he painted live at the Event Plaza with thehelp of young aspiring visual arts talents from The
Business Times Budding Artists Fund. Guests also
had the chance to witness award-winning local pastry
chef Janice Wong’s signature chocolate wall up close,
while others took part in chocolate painting workshops
conducted by the culinary maestro.
In the coming months, the Festivalisation calendar
will revolve around themes such as wellness, foodand wine, music and fashion, and more.

‘Where Art Takes Shape’ was a 10-day celebration dedicated to Singapore’s vibrant arts and culture scene.

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

T H E D I G I TA L F U T U R E
O F H O S P I TA L I T Y
A guest arrives at Marina Bay Sands’ hotel – and without pausing at
reception heads straight to the lift lobby. Having already checked in
via the mobile app on his way to the integrated resort, he accesses
the lift and unlocks the door to his room with his mobile phone.

O

nce inside, the guest orders room service,makes a reservation at his favourite celebrity
chef restaurant, and buys tickets for an exhibition at
ArtScience Museum, all on the app.
This end-to-end digital experience is no longer avision of things to come, but rather a reality for key
customers today.
New features added to the Marina Bay Sands mobile
app also include shopping concierge services,
contactless check-outs and a live chat function.
Loyalty members can also view their transaction
history, view personalised offers, download e-cards
and redeem parking. Drivers can exit the carpark
seamlessly upon parking redemption, without theneed to flash their membership cards once their InVehicle Unit is registered in the system.
The upgrade to the mobile app is part of an
ambitious ‘Smart IR’ initiative aimed at leveraging

digital solutions to elevate the guest experience tounprecedented heights. In the context of Marina
Bay Sands’ US$1 billion reinvestment programme inits physical infrastructure, this digital transformation
effort is the ‘software’ upgrade helping the resort
reinforce its leadership position in the global luxury
travel segment.
“In the digital era, everyone is hyperconnected
all the time. We wanted to use digital technology
to make our offerings even more seamless forour customers and, at the same time, empower
our internal Team Members to have more timeto provide personalised service,” says Jeremy
Bach, Senior Vice President and Chief
Customer Officer.
Marina Bay Sands’ digital offerings are gaining
traction among customers, with the app having
registered half a million downloads to date,
doubling the number in 2020.

Marina Bay Sands’ newest upgrade to its mobile app allows guests to check in to the hotel even before arriving at its doorstep.

500,000
downloads of the
Marina Bay Sands app

YEAR IN REVIEWL U X U R Y T R A N S F O R M AT I O N

MEASURING PROGRESS

Creating Synergy
Technology solutions such as the mobile app arealso creating synergy between Marina Bay Sands’
different business units, offering customers aseamless and convenient path across the hotel,
F&B and retail, entertainment and casino.
“The use of the app encompasses all aspects of theintegrated resort. Besides the smart hotel module,
customers can purchase attraction tickets and makeroom bookings or table reservations,” explains Bach.
The data from any action taken on the app, such as
checking in to the hotel, is captured by back‑end
systems and communicated to the relevant business
units, resulting in improved efficiency and a better
customer experience. To achieve this level ofsynergy, the building of the app required a wholeof-IR effort that involved close collaboration among
teams from the different business units.

Only the Beginning
Marina Bay Sands is only at the early stages of its
multi-year digital enhancement roadmap. In the
not-too-distant future, customers will be able torequest their vehicles from valet parking or a limo
service to pick them up from the airport through theapp – complete with real-time tracking. The Marina
Bay Sands mobile app will support six languages in
the future and offer guests the option to control thelighting and temperature of their hotel rooms.
Further down the road, future enhancements start totread at the doorstep of science fiction. For instance,
visitors navigating the vast property could one day
be guided by 3D digital characters powered byaugmented reality and virtual reality technology.
However, Bach makes clear that the goal of digitaltechnology is not to replace human interaction for
those who desire it. “The way we see it, our digitalsolutions are not meant to replace the personalised
service we are known for, but rather to supplement
it. If you just want to find some basic information, it
is available at your fingertips. But if you have a querythat is more out of the box, you can easily connect toa human through the live chat. We have no intentionof losing that human touch.”

A WO R L D O F R E WA R DS
Sands LifeStyle, Marina Bay Sands’ generous customer loyalty programme,
grew from strength to strength in 2022, on the back of strong spending anda robust partnership programme.
The recovery had particularly strong support from overseas visitors,
following two years of stable sign-ups among the local customer baseduring the pandemic. The confidence shows up in the numbers – in thefirst nine months of 2022 alone, the member spend had already exceeded
pre-Covid levels.
With over 250 retailers already on the programme, the team is also forming
strategic partnerships locally and regionally to acquire high net worth andpremium customers with the programme’s signature features – such as
instant rewards and no limits on the loyalty reward dollars that can be earned.
As Sands LifeStyle applies to the entire spectrum of the resort’s offerings– from F&B, attractions and hotel, to retail and entertainment – theprogramme is a convenient way for visitors to kickstart their experiential
journey with Marina Bay Sands.
Looking ahead, the team will continue to work towards elevating the
rewards programme to make it even more compelling to visitors, especiallyfrom the premium end of the market.
“As we focus on cultivating premium customers, our programme will evolveto support the company’s goal of elevating customer experience by making
our benefits more relevant, compelling and personalised,” says Bach.

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

D R I V I N G G R E AT E R
EFFICIENCY THROUGHTECHN O LO GY
One of the constant challenges in running an integrated resort iseffective workforce planning. For a 24/7 hospitality business, thismeans having to manually roster over 1,200 operational staff daily
across different work shifts, and up to six weeks in advance.

In 2022, this mammoth and laborious task was
automated, freeing up an estimated 1,200 hours
in the Housekeeping, F&B and Hotel Reservations
departments – leaving time to focus on analysing
manpower patterns instead. The solution came from
Marina Bay Sands’ Work Force Planning and Robotic
Process Automation (RPA) teams, using RPA
technology to automate the repetitive process.
“Marina Bay Sands is dedicated to fostering aculture of ‘doing more with less’, by investing ininnovation to enhance productivity. A key aspectof this strategy involves adopting new technologies
as part of a broader mission to elevate levels of
luxury across the property,” says Paul Town,
Chief Operating Officer.
RPA is a prime example of how these efforts
have accelerated in recent years. The softwarebot, which can execute multi-step processes andautomate repetitive tasks, reduces manual labourand enables staff to focus on more collaborative andcreative work. In 2019, the hotel became the first in
Singapore to pioneer an automated radio-frequency
identification-enabled check-out box using RPA to
optimise room inventory and minimise waiting time
for guests checking in.
Other recent RPA applications include supporting
the Marina Bay Sands mobile app with back-end
pre-arrival and check-in processing for Call Centre
and Front Office teams, as well as a domestic limo
booking system which automates the processingof some 260 VIP limo booking requests daily. The
potential repurposable hours that can be gained dueto this solution alone are estimated at 22 hours daily,
or 8,030 hours annually.

RPA-enabled work automation enables Team Members to focus on service delivery and guest interactions.

“With borders reopened and tourism activity
gaining momentum, we have accelerated ouradoption of data analytics and solutions tobetter forecast manpower demands, embrace
new revenue opportunities, enhance ourcustomer service, and most of all, enable
our staff to take on higher value and moremeaningful roles,” says Town.
To date, more than 100 work processes havebeen automated using RPA across various
business functions, returning an approximate
total of over 80,000 annual repurposable hours.

+8 0,000

hours saved annually throughautomation of work processes

YEAR IN REVIEWL U X U R Y T R A N S F O R M AT I O N

Igniting Creativity for Innovation
Underpinning Marina Bay Sands’ entire productivity
effort since 2017 is an initiative known as IGNITE –Identify, Generate, Navigate, Initiate, Transformand Evaluate – an adaptive toolset specificallydeveloped to maximise profitability through service
and productivity. Pioneered by the Operational
Evaluation & Analysis team, IGNITE’s ‘Elevate’
workshops and forums invite leaders to identify
business problems and ideate creative solutions that
can have inter-departmental benefits. It is also via
this platform where Team Members learn about
how available technologies, such as RPA, canenhance their operations.
To date, over 400 Team Members have been
trained across front- and back-of-house as ‘changeambassadors’ to champion creative solutions andimprovements in their areas of operations andchallenge the status quo.

MEASURING PROGRESSTo reduce chances of error and eliminate the needfor multiple approvals and delays in payment,
the Productivity team introduced the conceptof a centralised approval system for all invoices.
Department managers now only need to acknowledge
the worker’s attendance digitally via a central system,
which will automatically route the invoice to a single
approver for payment. This innovation has resulted in
more than 170 hours saved annually.

“Our commitment to driving innovation acrossMarina Bay Sands is key to achieving our ultimate
objective of offering the best integrated resort
experience to our guests.”
 aul Town
P
Chief Operating Officer

The drive to implement new processes shows nosigns of slowing at Marina Bay Sands. In 2022, thesystem was rolled out to a specific centralisation
system to streamline restaurant-related calls.
Previously, individual F&B outlets and restaurant
staff had to split their time between serving thephysical customer at the venue and attending tolandline calls. This new system helped free them up
to focus on delivering great service in-restaurant, as
well as improve call rates, customer satisfaction andrestaurant bookings.
Another initiative born out of IGNITE is acentralised invoicing system for casual labour
suppliers. Unlike full-time Team Members who are
remunerated once a month, contract-based casuals
are paid on an hourly basis to carry out work acrossareas such as banquets, culinary, special events,
stewarding and logistics support. This means
the vendor supplying this casual labour would
have to generate accurate records of where eachcasual Team Member worked and submit a uniqueinvoice to individual departments. This process isextremely time consuming, especially for larger
vendors providing casuals across the resort’s manydifferent departments.

The call centralisation system enables F&B service staff to prioritise the guest experience.

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

MEASURINGPROGRESS
Marina Bay Sands is devoted to creating a
positive impact for its people, for society andfor the planet, with a dedicated focus on ESG
commitments under the Sands ECO360 global
sustainability programme. Constantly working tomeasure, analyse and build on the progress of theprevious year, its mission is to create employment
opportunities and invest in the personal andprofessional development of Team Members.
The same unwavering commitment extends to the underprivileged
communities the IR serves. Underpinned by a strong culture of corporate
volunteerism and philanthropy, Marina Bay Sands has contributed nearly
92,000 volunteer hours to date, and prides itself on its many efforts toengage and support the local community.
In everything that Marina Bay Sands does, protection and preservationof the planet is at the forefront, with environmental considerations
embedded at every stage of company operations.

YEAR IN REVIEWMEASURING PROGRESSL U X U RY T R A N S F O R M AT I O NVolunteer Hours

47

Employee Length of Service

9,624.5

<1 Yr

2019

12,6281 to <3 Yr

1,100 (10.4%)

2020

3,787*

3 to <5 Yr

1,181 (11.2%)2021

8,347.5*

5 to <8 Yr

2022

11,917.5

8 to <10 Yr

2018

10 Yrs or More*Dip in 2020-21 was due to the pandemic

Carbon Emissions
Tonnes CO2e2018 baseline

Total CO2e for the year2018

94,493

107,026

2019

92,436 (-2.2%)

108,3142020

68,803** (-27.2%)

84,8322021

68,021** (-28.0%)

90,071

2022

77,882 (-17.6%)

100,720

Market-based emissions**O perational downturn associated with global pandemic impacted reduction

2,376 (22.4%)

1,491 (14.1%)
923 (8.7%)
3,516 (33.2%)

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

PEOPLESCALING NEW LEVELS OF
L U X U RY T H R O U G H U P S K I L L I N GAs Marina Bay Sands enters a new chapter of growth,
its workforce of over 10,000 Team Members remains its
biggest asset to take it to the next level.

F

Building a Local Talent Pool

The Marina Bay Sands Butler Academy is a primeexample. Initiated in April 2022, the Academy
collaborates with industry partners to train newand existing butlers on the gold standards ofservice to complement the growing number ofluxury hotel suites.

Marina Bay Sands is also continuing to build
programmes that will allow it to attract andretain a talent pool built primarily of locals.

rom using robotics and technology to automatetransactional tasks, to investing in rigorous
programmes to sharpen the skills of front line staff,
Marina Bay Sands is sparing no efforts in futureproofing its workforce.

Similarly, the resort elevated its hospitality standards
in 2022 with the global Five-Star benchmarks set out
by the Forbes Travel Guide. Leaders and training
managers from Hotel Operations and F&B underwent
an in-depth four-month service training programmefrom certified coaches to refine their current training
regimes and best practices.

With the aim of upskilling its staff, close
to S$40 million has been invested intraining since opening, equivalent toover 4.8 million hours.

One such apprenticeship programme, theproprietary Grow-and-Protect scheme, cameto fruition in 2022, designed to identify andtrain locals keen to pursue a professional
career in security services. In addition toreceiving a sign-on bonus, apprentices
learn as they earn over a 12-month period,
attain their Police Licensing and Regulatory
Department licence, and build confidence
through on-the-job training.

MAJOR
ACCOLADESIN 2022

Special Recognition:
Most Exemplary Employer
at the Singapore Tourism
Awards 2022

Enabling Mark (Platinum)“The future also lies in a digital workforce, or one
that doesn’t shy away from using technology to work
faster and better,” says Chan Yit Foon, Senior Vice
President of Human Resources.
The IR is identifying key roles and competencies
required to deliver its new premium repositioning,
spanning across property styling and luxury hotel
services to wellness. These roles extend to the digitalfield to help shape the future of meetings, namely
digital project managers and 3D designers.
“It’s going to be a big shift as we introduce newtechnology and new processes. The goal isn’t toreplace front line Team Members but to enable
them to be more focused on front line hospitality
and servicing the guests, rather than on transactional
activities,” adds Chan.

In 2022, the Future Leaders Programme(FLP) ran its second installation to fast-track
individuals with high leadership potential
to become hoteliers of the future. Open to
locals, the FLP is a 24-month programme
immersing individuals in the management
tracks of three major hotel departments: Front
Office, Housekeeping and Transportation.
These high potential Team Members
go through a rigorous selection processincluding talent profiling, panel interviews andsimulation exercises, with only a few reaching
the final rounds of selection.
“A successful hotelier is a master of all trades.
With the FLP, we are arming leaders of the
future with acute skillsets required in a hotel as
fast-evolving as Marina Bay Sands. Thisby SG Enable 2021-2024

5-Star Employer of Choice
Award at the Human
Resources Director Awards
Asia 2022

YEAR IN REVIEWL U X U RY T R A N S F O R M AT I O N

long-term vision is integral to nurturing an increasingly
young workforce in their 20s and 30s – who make up
50% of our staff strength – and assimilating them withexisting generations,” says Chan.
As of year-end 2022, two thirds of the IR’s
workforce are Singaporeans or Permanent Residentsof Singapore, with 48% holding Professional,
Managerial, Executive and Technical (PMET) roles.

An ‘Out of the Box’ Recruitment Approach
Marina Bay Sands is unceasing in its hiring efforts.
With an average of over 40 million visitors annually
pre-Covid, and a rapid resumption of business activity
in the last year, it is accelerating its pursuit of talent todrive growth amidst a tight labour market.
Covid-19 has sparked new perspectives on workforce
planning, seeing a transition from conventional hiring
approaches to creative modes of recruitment. Thiswas evident in Marina Bay Sands’ inaugural threeday Virtual Career Fair held in November 2021,
which ignited the Talent Acquisition team’s journey
to explore hybrid recruitment drives and widen its
reach for jobseekers. For instance, on-site recruiters
are supported by an online team of HR personnel
and hiring managers who conduct live chats andvirtual interviews with jobseekers from their offices in
Singapore. This hybrid approach offers both the HRteam and job applicants the flexibility to take part in‘walk-in’ virtual interviews without being limited bygeographical boundaries.

MEASURING PROGRESS

Wellness @ Marina Bay Sands
With Covid-19 leading to an increased focus on
mental wellbeing and a shift in priorities, Marina Bay
Sands has reconsidered existing policies to alignthem with new realities of today’s workplace.
In early 2022, a hybrid work policy was introduced,
allowing non-operational Team Members theflexibility to return to the office a minimum of threedays a week, while equipping those in specialised
and technical roles with essential tools to enable
them to adopt a full work-from-home system. As theworkforce of tomorrow evolves towards hot-desking
and co-working spaces, Marina Bay Sands continues
to seek the best work-fit equilibrium for its morethan 100 departments without compromising teambonding and productivity.

49

Close toS$40
MILLION
invested in training
since opening

Chan explains: “The pandemic has led us toreimagine our Team Member experience, whether
it’s through digitising HR functions, recalibrating
workplace expectations or enabling change throughour future leaders. These collaborative efforts
continue to differentiate our organisation as theemployer of choice.”

By the end of 2022, Marina Bay Sands crossed the
10,000 Team Member mark to close the year with anearly 10,600-strong workforce.

The Grow-and-Protect scheme identifies and trains locals to pursue a professional career insecurity services.

50

M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

P U T T I N G P E O P L E AT T H E
HE ART OF OUR BUSINESS
Behind the activity of Marina Bay Sands’ porte-cochère is a highly
efficient team keeping the driveways running like clockwork,
including 76-year-old Valet Captain Lee Yew Kee.

O

ne of the IR’s pioneer silver workers, Lee waspast the then-statutory retirement age of 62
when he joined the company as a driver in 2010.
After an accident in 2016, Lee returned to workwhere he was reassigned light, deskbound duties until
he was healthy enough to resume his Valet Captainduties. Today, he continues to thrive in his job.
“Silver workers like myself are motivated by a
deep sense of purpose to keep contributing to theworkplace. We come with an open mind to learn andoften build meaningful relationships even amongst
our younger supervisors. Marina Bay Sands’ greatest
strength lies in embracing and building a respectful
culture towards senior workers. And for as long as I
can keep working, I always tell the people here that
there is no better place to be,” says Lee.
Diversity and inclusion are deeply entrenched in theresort’s leadership vision and hiring philosophy toensure minority groups within the community receive
fair representation and a level playing field regarding
career progression and pay structure.
Guided by the Tripartite Alliance for Fair andProgressive Employment Practices (TAFEP),
Marina Bay Sands drives equal employment
opportunities through a Diversity & Inclusion
HR committee. Since 2016, this taskforce haschampioned initiatives such as non-discriminationand harassment policies, a merit-based reward
system and inclusive hiring approach to welcome
persons with disabilities, silver workers, women
returning to work, as well as those reintegrating
into society. Collectively, these individuals bringa different set of life experiences, work ethics andvaluable skillsets to the workforce.

Valet Captain Lee Yew Kee is one of the integrated resort’s pioneer silver workers.

“Silver workers like myself are motivated by a deep senseof purpose to keep contributing to the workplace.”L ee Yew Kee
Valet CaptainAge of Marina Bay Sands’ employees
Gen Z

588 (5.6%)

Millennial

5,777 (54.6%)

Gen X

3,364 (31.8%)

Baby Boomer
Silent Gen
Median Age: 39.2

848 (8.0%)
10 (0.01%)

YEAR IN REVIEWL U X U RY T R A N S F O R M AT I O N

A Culture of Lifelong Learning
At Marina Bay Sands, the hiring philosophy is tomatch the candidate’s skillsets with the job demands.
The IR actively hires senior workers, automatically
re-employing workers who pass the statutory
retirement age with no change to their job scopeor employment terms. This means workers aged
63 years old and above remain employed for as
long as their physical health permits, allowing themto continue with meaningful contributions to theworkforce. Concerted efforts are also in place totake care of this group of workers, whether throughoffering flexible work hours or redeploying them intoroles that are compatible with their cognitive andmotor abilities.
Chan Yit Foon, Senior Vice President of Human
Resources, says: “People often have preconceived
notions about older workers. But the truth is they bringus invaluable experience, whether in problem-solving
or having to adapt to new ways of working. They arealso reliable and collaborative in nature, much of which
is attributed to their emotional maturity and wellbeing.
Therefore, we continue to invest in age-inclusive
workplace practices such as lifelong learning and job
redesigning.”

MEASURING PROGRESSa local non-profit organisation aiming to maximise
the potential of persons with disabilities and integratethem into mainstream society.
Since then, the Talent Acquisition team has
expanded recruitment efforts to focus on hiring
persons with disabilities by partnering with SPD
and SG Enable, and later through the Singapore
Government’s Job Placement and Job Support
schemes – implemented to safeguard the livelihoodsof local workers amidst economic disruptions brought
about by the Covid-19 pandemic. These efforts wererecognised at SG Enable’s inaugural Enabling MarkAwards 2021, where the IR received the Platinum
Award (2021–2024).
Since opening in 2010, Marina Bay Sands has
hired close to 50 persons with disabilities across
11 departments, four of whom have been with thecompany for 10 years or longer and have progressedsignificantly in their careers.

As an industry leader, Marina Bay Sands often shares
its best practices with other companies. In 2021, it
was invited by the National University Hospital todiscuss job opportunities for the ageing population
at the Health District @ Queenstown, including avisit from IR veterans to senior residents to share
anecdotes of their time with the company.

Enabling Persons with Disabilities
through Gainful Employment
Marina Bay Sands began its hiring journey for
persons with disabilities in 2010 when its F&B team
took on trainees from Metta School, three of whom
went on to become full-timers in 2012. When thecompany made an executive decision to ramp
up efforts on inclusive hiring in 2016, its earliest
champion was the casino team which spearheaded
a programme to identify suitable roles and physicalmodifications to the work environment, as well as
pilot an internal support network for new Team
Members. These initiatives are guided by the SPD,

Diversity and inclusion are fundamental building blocks of Marina Bay Sands’ hiring philosophy.

51

52

“When we first embarked on this inclusive hiring
journey, our immediate challenge was to address
existing mindsets of hiring managers and co-workers.
Therefore, we place great emphasis on disability
inclusion training to help supervisors and co-workers
gain a better acceptance of persons with disabilities,
to eventually pave the way for successful integration,”says Chan.
2022 also saw the hire of over 100 senior workers –the biggest number of annual hires in the company’s
history. As of the end of 2022, more than 1,250
Team Members were aged 55 and above, spanning
across 75 different departments with an average
tenure of eight years – the longest being 15 years.
The two oldest Singaporean workers, 81 years ofage, are Guest Service Agents in the Public Area
Maintenance department who have been with thecompany since 2010 and 2011.

M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

Through these partnerships, Marina Bay Sands
currently employs 15 of such individuals who haveshown exemplary performance in customer-facingroles across Attractions, Call Centre, Front Officeand F&B.

“Women empowerment in the workplace is a progressive
journey, and one in which we are committed to making an
impact. Through Empowher, we hope to deepen our existing
network of support, mentorship and work–life opportunities.
This collaborative space also encourages dialogue thatserves to uplift and inspire one another.” uzie Tan
S
Senior Vice President, Finance

Today, women make up 47% of the workforce andhold 45% of the company’s PMET roles. The IR also
lends its support to working mothers through theMarina Bay Sands Youth Education Award. Since
launching in 2013, the study grant has benefited
1,116 children of Team Members, of which 68% arefemale Team Members.

Empowering Women and Persons
Reintegrating into the Workforce
In October 2022, an all-female resource group,‘Empowher’, was formed, comprising leaders frommultiple departments, aiming to empower womenat Marina Bay Sands. The self-initiated group aims
to promote safe and open communications in theworkplace, celebrate each other’s strengths and chart
ways to further develop future female leaders.
The Talent Acquisition team has beenworking with local charity, Daughters Of
Tomorrow, widening its outreach to womenfrom low socioeconomic backgrounds.
2022 also saw hiring efforts extend beyond social
enterprise Agape to three new associations –HCSA Community Services, Jamiyah Halfway
House and the Yellow Ribbon Project – providing
disadvantaged and displaced individuals a second
chance to reintegrate into society.

‘Empowher’, an all-female resource group, aims to chart ways to develop future women leaders.

YEAR IN REVIEWMEASURING PROGRESSL U X U RY T R A N S F O R M AT I O N

53

COMMUNITYS O C I A L I M PA C T
Inspiring change and enabling communities to reach their fullest potential
is the hallmark of Marina Bay Sands’ community engagement programme,
Sands Cares. The IR takes its Corporate Social Responsibility (CSR)
commitments seriously, leveraging its unique property offerings, investmentsof philanthropic funding, capacity building and the volunteerism of its over
10,000-strong workforce to advance Singapore’s social needs.
Hardship Relief

Education

Investing in solutions
to create resilience forthose in need

Nurturing the workforce
of tomorrow through learningand mentorshipThe past two years have tested the resilienceand commitment of the world’s response innavigating a ‘new normal’. This has spurred Marina
Bay Sands to adopt innovative ways to help tackle
social challenges across the communities and causes
it serves and guided its approach for 2022.
In 2022, Marina Bay Sands organised more than
40 community events. From virtual career workshops
to in-person tours and befriending sessions, itcreated a wide range of activities for its volunteers
and beneficiaries to remain connected while staying
safe. Remarkably, its Team Members contributed
close to 12,000 hours in 2022, an increase of morethan 40% over the 8,348 hours in 2021. Nearly 60%of the volunteer hours were contributed during paid
time, reflecting Marina Bay Sands’ long-standing
culture of giving.

Cultural andNatural Heritage

Disaster Response
and Preparedness

Promoting and preserving
culture and heritage

Providing and assisting incommunity crisis planning

In 2022, Marina Bay Sands’ annual signature event, Sands for Singapore
Charity Festival, returned for the first time since the start of the pandemic.
Spanning across two weeks from August to September, the charity
extravaganza rallied Team Members, members of the public and community
partners to raise funds for multiple causes. The Event Plaza was transformed
into a purpose-focused Giving Marketplace. F&B offerings from signature
restaurants Black Tap and Yardbird, alongside performances from some ofSingapore’s top music talents, enabled the public to revel for a good cause.
Over S$4 million was raised, bringing the total amount raised to over S$31
million since the annual event began in 2013.

54

M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

A C C E L E R AT I N G
I M PA C T
Inspired by the entrepreneurial and philanthropic spirit of its company founder,
the late Sheldon G. Adelson, Marina Bay Sands dedicates its resources to support
community partners through capacity building and mentorship opportunities.

The Sands Cares Accelerator is a three-year
programme that brings Mr Adelson’s legacy
to life by investing in non-profit organisations andadvancing impactful causes that help address theneeds of the regions in which Las Vegas Sands
operates. In 2020, Singapore welcomed its first
Accelerator member – Art Outreach Singapore –a non-profit organisation with a focus on cultivating
education, support and access to the arts, bynurturing emerging art practitioners and working
with community groups such as schools and thegeneral public.
Beyond extended funding, the Accelerator
programme has provided structured guidancefrom Marina Bay Sands’ subject matter experts
from different departments. Industry advice from
Marina Bay Sands has helped Art Outreach growits signature programme, HEARTH, a community
art space that supports independent Singaporebased practitioners with free space and micro-grantfunding to create and exhibit their work. The Sands
Cares Accelerator has also enabled Art Outreach toadvance several key goals for its organisation,
primarily in supporting young practitioners
and affording them the opportunity to learn
essential business skills.
On HEARTH, Mae Anderson, Chairmanof Art Outreach, shares: “This first-of-itskind initiative has galvanised audiences andcollectors, with particular focus on developing
and supporting new and younger collectors.
HEARTH also extends opportunities beyond
artists and curators as the projects welcome
the participation of aspiring entrants tographic design, set design, art management
and other art careers. Since the launch of thisinitiative, it has been a privilege to support 41
projects that have seen the participation of
185 artists and curators. We are encouragedby the overwhelmingly positive response towhat is now one of Art Outreach’s flagshipprogrammes and look forward to expanding
the positive impact of HEARTH in the
coming years.”

MAJOR
ACCOLADESIN 2022

Certificate of Recognition(High Distinction Award)
at the 2022 AmCham
CARES AWARD

Special Recognition:
Special Award forCommunity Care
(Business) at the Singapore
Tourism Awards 2022

Patron of the Arts Award
2022 by National Arts
Council Singapore

Marina Bay Sands leverages its active Team Member volunteerism to create a positive impact in the local community.

YEAR IN REVIEWL U X U RY T R A N S F O R M AT I O N

MEASURING PROGRESS55

N U R T U R I N G T H E H O S P I TA L I T Y
WORKFORCE OF TOMORROW
In a milestone development, Marina Bay Sands, together withparent company Las Vegas Sands, unveiled plans to support future
hospitality practitioners through the Sands Hospitality Scholarship.

A

imed at nurturing passionate, ambitious andforward-thinking hospitality practitioners,
the US$1 million bond-free scholarship will benefit
over 100 Singaporean students pursuing hospitality
or tourism-related courses at six Institutes ofHigher Learning – Nanyang Polytechnic, Ngee
Ann Polytechnic, Republic Polytechnic, Singapore
Polytechnic, Temasek Polytechnic and the Singapore
Institute of Technology (SIT). The scholarshipwill provide holistic support to students, allowing
them to finance their educational expenses – fromtuition fees, course materials, to overseas immersion
programmes and other activities.
“We are deeply appreciative of Marina Bay Sands’
generosity that will benefit deserving Ngee Ann
Polytechnic students pursuing full-time diplomas inHotel & Leisure Facilities Management and Tourism& Resort Management. The Sands Hospitality
Scholarship will enable the students to engage
in programmes such as local learning journeys
and overseas immersions that will broaden theirperspectives, enhance their skills and enrich theirstudent life experience. All of these will equip themwith the competencies to thrive in and contribute to

the hospitality and tourism sectors,” said Mr Lim Kok
Kiang, Principal & CEO of Ngee Ann Polytechnic.
Marina Bay Sands further prepares the next
generation of hospitality professionals througheducational partnerships and career training
opportunities. In July 2022, a six-month pilot
hospitality mentorship programme in partnershipwith SIT was initiated. Aimed at advancing learningand mentorship opportunities to build the workforceof the future, the programme saw 15 hospitality
business students from SIT participating inpersonalised 1–1 mentoring sessions with mentors
across various departments including MICE, Hotel
Operations, Human Resources and Sales.
Joy Kang, Associate Director of Sales andparticipating mentor, shared: “University students areat a crossroads in their lives where they are presented
with many opportunities, but they may be uncertain
about what they want. A mentorship programme likethis offers them the opportunity to gain a deeper
understanding of what the industry can offer andallow them to make a more informed decision when
they graduate.”

Las Vegas Sands and Marina Bay Sands launched the US$1 million bond-free Sands Hospitality Scholarship programme, which will benefit over 100 students from six Institutes ofHigher Learning in Singapore.

56

M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

C R E AT I N G R E S I L I E N C Y
FOR THE VULNER ABLE
The events of the last two years have brought crisis preparedness to thefore. As a wide-reaching hospitality operator, Marina Bay Sands has thepotential to act as a catalyst to unify communities in building resilience.

Through its corporate partnerships with The
Food Bank Singapore and Clean the World
Asia, the IR was able to organise large scale
volunteer initiatives directly benefitting
disadvantaged populations.

The Food Bank Singapore
Aimed at addressing food insecurity in Singapore,
Marina Bay Sands organised two Sands Cares Food
Kit Build activities in partnership with The Food Bank
Singapore. The event is part of an annual worldwide
effort led by parent company, Las Vegas Sands,
through which 8,500 food kits containing nutritious
and essential food items were packed in reusable
tote bags and distributed to over 50 community
partners across Singapore. From packing food kits,
to delivering and distributing them to vulnerable
communities including seniors, low-income families
and migrant workers, the initiative allowed formore than 700 Team Members across various
departments to contribute and support the effortsof The Food Bank Singapore.
Leveraging on opportunities to multiply impact, thecompany also invited 45 secondary school students
from its youth mentoring programme in partnershipwith CARE Singapore to participate in the food kit
build, where they learnt about the importance offood security and packed 200 food kits alongside
their mentors. Shiraz Alexander Joseph, from Damai
Secondary School, shared: “If we are fortunate
enough, we should always try to extend a helping
hand to those in need to ensure that everyone hasaccess to essential items. Activities like these also help
us build synergy and teamwork amongst our friends
and mentors to make the world a better place.”

The 2022 Hygiene Kit Build saw close to 600 Team Members participate.

Clean the World Foundation
Since 2015, Sands has provided over one million
hygiene kits through its signature Sands Cares
Global Hygiene Kit Build held across Sands
properties worldwide. Locally, Marina Bay Sands
has contributed to Clean the World’s efforts byassembling 193,500 hygiene kits as part of its
continued efforts in supporting and equipping
communities with the tools to cope in disasters.
The 2022 kit build saw close to 600 Team Members
sort and assemble 28,500 kits containing essential
hygiene items such as soap bars, dental sets andshower gel. Besides distributing 8,500 kits locallyto beneficiaries served by local community partner
Singapore Red Cross, 20,000 kits will go to Children
International in the Philippines and be redistributed
to disaster-prone areas when the need arises.

28,500hygiene kits contributed
to Clean the Worldin 2022

YEAR IN REVIEWL U X U RY T R A N S F O R M AT I O N

MEASURING PROGRESSSHAPING MINDSETSA N D B E H AV I O U R S
Building on the company’s core OneMBS values of Respect, Integrity,
Passion, Teamwork and Creativity, Marina Bay Sands nurtures Team
Members to deliver unforgettable moments in every aspect of their work.

Connecting that mission with Sands Cares’
purpose of creating positive impact, the resort
provides learning opportunities for Team Members
to widen their perspectives and cultivate mindsets
and behaviours aligned with the spirit of giving back.

Conversations That MatterTo deepen Team Members’ understanding of thevarious causes and partners the IR supports, Sands
Cares launched its exclusive dialogue forum, Impact
Conversation, in 2021. Styled as fireside chats,
speakers from Agape Connecting People, Care
Corner Singapore and Singapore Red Cross shared
more about what it takes to build disaster readiness,harness the potential of adolescents, and provide
human-centred service – issues that are core to thecauses that Sands Cares supports.
In 2022, it welcomed three community partners,
Art Outreach Singapore, CARE Singapore andSPD, to the successful series. Incorporating newelements into the series, an interactive workshop was
introduced in the session with SPD, allowing Team
Members to put their newly learnt knowledge at the
dialogue session to the test with a series of simulation
activities aimed at creating a more inclusive society
for people with disabilities.
Ms Katherine Sng, Director, Community
Partnerships, SPD, said: “It takes the collective
effort of everyone in the community to be inclusive.
Greater understanding of disabilities is importantin encouraging interactions between those withand without disabilities. We want to thank Marina
Bay Sands for adopting inclusive hiring practices
and for partnering SPD in holding awareness talks
and dialogues under their Sands Cares Impact
Conversation series to promote disability inclusion
amongst their workforce.”

C R E ATI N G O N C E- I N -A- L I FE TI M EO PP O R T U N ITI E SLife skills and real-world experience outside of the classroom and standard
curriculum form a critical part of a complex equation in building talent andresilience among youth. Marina Bay Sands’ approach to capacity building inthis area is informed by its expertise, long-standing relationships with industry
experts and desire to uplift the next generation of future leaders. As part ofits ongoing In Conversation With series launched in 2014, Marina Bay Sands
provided five opportunities in 2022 for young adults to engage with and be
inspired by leading figures who have a wealth of knowledge and experience intheir respective careers in film, art and culture. Film director Domee Shi andproducer Lindsey Collins, celebrity chef Daniel Boulud, His Serene Highness
Prince Albert II of Monaco, Disney talents Jung Haein, Ko Kyungpyo andKim Hyejun, and directors Miike Takashi and Peter Sohn, were some of theluminaries who took centre stage to inspire over 250 students.
Nicholas Heng, a 25-year-old student from The Culinary Institute of America,
Singapore, said: “The session was very insightful, and it was interesting to learn
how despite working over 50 years, Chef Daniel Boulud feels like he has neverworked a day in his life. It is great to see his passion and how he is constantly
happy doing what he does. It is great motivation for budding chefs like us to bebold in taking the first step forward, always looking on the bright side and beopen to learning new things at any point in our careers.”

57

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

PLANET

2022 HIGHLIGHTS
Marina Bay Sands’ mission has
always been to deliver the bestin hospitality while respecting
a commitment to protect andpreserve the planet. The Sands
ECO360 programme works toensure that in offering worldclass hospitality experiences,the IR is focused on reducing its
environmental footprint throughsustainable building development
and resort operations.

1 7. 6 %REDUCTION
IN CARBON
FOOTPRINT
from 2018 baseline100%
OF SANDS
EXPO’SELEC TRICIT Y
CONSUMPTION
POWERED BY
R E N E WA B L E
ENERGYW

orking together with its more than
10,000-strong team and external partners,
Marina Bay Sands strives to maximise its positive
impact. As part of its commitment to protect
the planet, it is constantly innovating towards a
low-carbon future, greater water stewardship,
optimisation of resources to reduce single-use
plastics and an increased range of sustainableoptions to facilitate more responsible choices for
its guests.

126
MILLION
LITRESO F W AT E R
S AV E D

compared to 2019 baseline

4,8 2 5 KG
OF FOODD O N AT E D

YEAR IN REVIEWL U X U RY T R A N S F O R M AT I O N

MEASURING PROGRESS59

W O R K I N G T O WA R D S
A LOW- C A R B O N FU T U R EMarina Bay Sands is unwavering in efforts to reduce its
environmental impact, with a global commitment to the
Science Based Targets initiative pledging to reduce Las Vegas
Sands’ greenhouse gas (GHG) emissions by 17.5% by 2025.

T

he past year proved to be a landmark year forthe property, as the world emerged from thepandemic and business operations resumed at nearfull capacity. While energy consumption and GHG
emissions remained at lower-than-baseline levels in
the first half of 2022, they quickly bounced back to
pre-pandemic levels in the second half as tourism
returned in full swing.
Adopting a science-based data-driven approach,decoupling the resort’s carbon footprint frombusiness growth has been the linchpin of theIR’s strategy. Through innovative solutions andtechnology, Marina Bay Sands has lowered its
carbon footprint by over 40% since 2012, while
encouraging a shift towards more sustainableconsumption. Several milestone projects werecompleted in 2022, including the upgrading of LED
lighting in underground pedestrian networks andthe enhancement of room control units in one of thehotel towers.
Having maximised its infrastructure efficiencies,
Marina Bay Sands is constantly on the lookout for
leading-edge solutions to achieve further reductionsin its environmental footprint. Projects in the pipeline
include implementing more electric vehicle charging
stations, among others.
As one of Asia’s leading sustainable venues andSingapore’s first carbon-neutral MICE venue,
Sands Expo & Convention Centre is committed
to creating unforgettable experiences with low
environmental impact through its industry-leading
Impact Meetings programme. 100% of Sands Expo’s
electricity consumption is powered by renewableenergy, making every event sustainablefrom the get-go.

Sands Expo took a deep dive into carbon
accounting last year, when a crossdepartmental effort was rallied for a local
association’s gala dinner, tracking theevent’s entire environmental footprint frompreparation to execution. This encompassed
the food quantity ordered, kitchen preparation
scraps and the event’s actual chilled water andelectricity usage to ensure accuracy in thedelegates’ carbon footprint.
Amidst unprecedented demand forsustainable events post-pandemic, Sands
Expo continued to reaffirm its commitment
to sustainability with its achievement of the
Events Industry Council’s Sustainable Event
Standards Platinum certification in May,
making it the highest-rated venue outside
the United States under the certification.
Sands Expo continues to be the choicevenue for leading sustainability events,
including the launches of both the MICE
and Hotel Sustainability Roadmaps by theSingapore Tourism Board, Singapore Hotel
Association, and Singapore Association ofConvention and Exhibition Organisers in
2022. Extensive sustainability measures were
implemented, including the elimination of all
single-use plastics, use of innovative plantbased products on the menus, and circularity
products such as a lectern and table numbers
made from upcycled waste. Post-event impact
statements tracking the events’ environmental
footprints were provided.

MAJOR
ACCOLADESIN 2022

Special Recognition: Special
Award for Sustainability at theSingapore Tourism Awards 2022

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

CO NS ERVI N G A
PRECIOUS RESOURCE
Marina Bay Sands’ strategy focuses on conserving water throughefficiency, increasing water reuse and recycling, and protecting
water ecosystems that benefit the local environment. Highefficiency equipment and low-flow fixtures remain a core focusof the property’s approach to reducing overall water use, best
demonstrated by the recent upgrade to more water-efficientdishwashers and optimisation of kitchen cleaning processes.

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his has enabled the IR to save over 6 million
litres of water annually and make significant
strides towards its 2025 goal of reducing potablewater per square foot usage by 7% from 2019. In
addition, the resort drives behavioural change
through Team Member training and interdepartmental collaboration to maximise watersavings through process efficiency improvements.
“Water is one of the world’s most precious resources.
With global water use increasing at more than twice
the rate of population growth in the last century,
the need for efficient consumption is further
amplified,” says Meridith Beaujean, Executive
Director, Sustainability. “Our water strategy focuseson conserving water through efficiency, increasingwater reuse and recycling, and protecting water
ecosystems that benefit the local environment.”
Beyond its premises, Marina Bay Sands also
works closely with its Drop by Drop Project
partners to increase water resilience, reinvigorate
ecosystems, incubate new water solutions andengage the community. Developed by Las Vegas
Sands and Clean the World in 2019, the project
aims to reinvest capital from the company’s water
stewardship savings into innovative projects
supporting water champions in its local regions.
In 2022, the Drop by Drop grant funded
Conservation International Singapore’s ‘10
for Zero’, building upon the five-part marine
conservation virtual learning series for youths
funded by the grant in 2021. The aim is torecognise and empower a pioneer cohort of 10 ofSingapore’s brightest youth leaders advocating fora future of net zero emissions and zero waste, as
well as ocean and freshwater conservation.

The Rain Oculus functions as both a skylight and a rain collector, where up to 22,000 litres of water flow
through every minute.

YEAR IN REVIEWL U X U RY T R A N S F O R M AT I O N

MEASURING PROGRESS61

COMMIT TING TOO P T I M I S E M AT E R I A L S
While increased reliance on single-use plastic and packaging
materials is a significant environmental challenge, it also presents
a prime opportunity for businesses to rethink practices.

G

rounded by its global E3R strategy – Eliminate,
Reuse, Replace and Recycle – Marina Bay
Sands adopts an evidence-based, impact-first
approach towards reducing single-use packaging
and minimising landfill waste. This is achievedby innovating opportunities for reuse, replacing
single-use materials with renewable and sustainable
alternatives, and recycling as much as possible.
In line with the strategy to reuse, a new Southeast
Asian counter was launched in the Team Member
Dining Room to serve the same food as the Halal foodcounters. Historically, a Halal section is provided with
exclusive reusable bowls and plates for Muslim staff,
while non-Muslim Team Members used disposables
to enjoy the same dishes. This new Southeast Asianstation allows for Team Members to enjoy the same
Southeast Asian delights while using reusable dishes,enabling the property to eliminate the use of overone million disposable plates and bowls annually. The
removal of these disposables resulted in a cleaner foodwaste stream, leading to a higher percentage of postconsumer food waste being treated and over 28% of
the IR’s food waste being diverted from landfill.

On the MICE front, Marina Bay Sands piloted an
innovative solution to using recycled polyethylene
terephthalate (rPET) bottles, with an artificial
intelligence water station that cleverly dispenses
water only when a cup is placed under its sensor.
The 50 litre capacity machine was used by over
1,500 delegates, who were impressed by its
technology and lauded the reduction in single-use
plastics. Improving based on feedback from a repeat
client, directional signage was also put up to enhance
the machine’s ease-of-use for first-time users.

The multi-dimensional nature of sustainability
challenges calls for strategic partnerships between
governments, businesses and civil society to
trailblaze pathways towards a more sustainable
future. Given the resort’s scale, Marina Bay Sands
recognises that it has an important role to play indriving transformational change and is committed
to working with like-minded partners to advance its
sustainability agenda.
Since 2016, the IR has partnered The Food Bank
Singapore to serve over 370 member beneficiaries,
including homes, family service centres and schools
with children from low-income families. From 2021
to 2022, the IR funded a chiller delivery truck totransport safe, unserved leftover food from MICE
events to the community. Through these unwavering
efforts, over 4,824kg of food were donated in 2022.
Marina Bay Sands also supported disaster relief
efforts aiding flood victims in Malaysia by donatingover 700 items of furniture from ongoing hotel room
renovations, benefiting families that were affected by
the floods. This donation represents just one of thewaste diversion streams for the renovation furniture,with other items being recycled or distributed tosecond-hand initiatives.

1
MILLION
disposable plates andbowls were eliminatedfrom use annually

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M A R I N A B AY S A N D S A N N UA L R E V I E W 202 2

P U T T I N G S U S TA I N A B I L I T Y
ON THE MENUAt the heart of Marina Bay Sands’ food sources lies the biodiversity
surrounding it. Being a major player in the hospitality sphere, almost
every aspect of the business from design and construction to daily
operations has an impact on the environment.

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his knowledge has propelled the IR tocontinuously identify sustainable products that
protect the ecosystem and associated habitats.
Some initiatives include serving fairtrade coffee andtea in MICE events, as well as using 100% Forest
Stewardship Council-certified paper products
throughout the property.
Ocean biodiversity has been a fundamental area of
focus over the past several years. Since 2017, Marina
Bay Sands has partnered the World Wide Fund For
Nature Singapore (WWF-Singapore) to improve
responsible procurement practices and transform
Asia Pacific’s seafood supply chain. In 2022, theprogramme was extended to include one moreaquaculture farm in Singapore, producing barramundi
and red snapper. This is in addition to the ongoingsupport of 10 aquaculture farms and fisheries in
Malaysia and Singapore in their transition towards
more sustainable farming practices under WWF’s
Aquaculture Improvement Programme (AIP).
Marina Bay Sands is also committed to providing
plant-based options to mitigate the environmental
impact of animal agriculture, one of the largest
contributors to global GHG emissions. Eightrestaurants provided menus featuring plant-based
meat options and seasonal vegetables during a
Meatless May campaign, organised in conjunction
with Wellness Festival Singapore. The IR also hosts
an Alternative Wednesday campaign where Team
Member Dining Rooms offer plant-based protein
items. These efforts led to procurement of just under
20 tonnes of plant-based proteins in 2022, an 860%
increase from 2021.

Alongside these efforts, Marina Bay Sands continues
to emphasise the importance of local and regionalsourcing. With the launch of the MICE Edible Garden
in 2021, over 115kg of herbs have been harvested
annually at the RISE and MICE gardens for use inboth public and internal events. This supports efforts
towards Singapore’s ‘30 by 30’ goal to locally produce
30% of its nutritional needs by 2030. Complementing
this, Marina Bay Sands regularly sources produce fromneighbouring Association of Southeast Asian Nations(ASEAN) states to gain access to a reliable, quality
supply of responsibly sourced dairy products, beef
and lamb.

“Our relationship with and impact on nature is more
important than ever. Covid-19 has shone a light on
our interconnectedness with the environment andthe responsibility we have as citizens and businesses.
Biodiversity is high on our agenda, with responsible
food sourcing being one of the key ways we address
this material issue.” Meridith Beaujean

Executive Director, Sustainability10 Bayfront Avenue Singapore 018956
www.marinabaysands.com
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