Position Summary

Responsible for the work operation and team members welfare and work very closely with the Shift Manager on shift, to monitor all activities on shift carried out by the Hosts to ensure that the effective and profitable objectives are achieved and GEG standards are maintained; act in the capacity of Shift Manager when the need arises.

Primary Responsibility

Management and Operational Responsibility:
• Work very closely with the Shift Manager in all aspects, in terms of providing and receiving operational Information as well as general information. 
• Check and confirm with Shift Manager any problem or any situation that has arisen
• Oversee/give support and provide operational Information to Executive Hosts and Hosts
• Conduct incoming  shift briefings and out-going shift briefings and relate general or operational information or any new instruction to the hosts
• Set and achieve the highest goals or standards of performance for self, colleagues and the organization
• Build customer service and harmonious team relationships within and with other departments
• Maintain professional and correct communication with other department team members
• Coordinate the flow of paperwork, reports and its submission with the Executive Host
• Show initiative and ideas to improve on paperwork, collection of customer data, procedures and human contact
• Maintain the highest levels of skilled employees by recommending training needs for the Executive Hosts and Hosts to the Shift Manager.
• Assist in training and counseling the Hosts, on the job training for new employees.
• For preliminary disciplinary actions, after consultation with Shift Manager will speak with the team members concerned to issue a verbal warning if necessary.
• Any other tasks as assigned by Shift Manager or above to carry out any other duties which are reasonably deemed to be consistent with demands and responsibilities for this role

Requirements

• Diploma holder or with relevant working experience
• Strong written and verbal English & Cantonese language skills are essential, knowledge in Mandarin is an advantage
• Experience in casino industries in Macau
• Proactive, positive and passionate about the work they do
• Self-motivated, set personal goals and high standards
• People oriented, enjoy working with and serving guests
• Integrity and Honesty, follow procedures and acts with transparency and honesty
• Sales Skills, engage with customers, effectively follow up to generate and drive business
• Relationship Building, socialize with guests, make guests/players feel at home
• Teamwork and Collaboration, work with team members to look after guests and share information
• Dealing with Customers Effectively, effectively handle guest problems; always be pleasant to guest
• Knowledge of Customers,  seek to know and remember guest preferences, needs and cultures
• Knowledge of Internal Systems and Processes, use IT systems that support hosts and player development
• Task Prioritization, effectively juggle multiple priorities, prioritize tasks and create schedules