Position Summary

Assist in planning, organizing, executing and follow up on operational issues relating to premium customers development and the development of the overall team member performance.

Primary Responsibility

Manage and support team members’ effort in building relationships with target customer utilizing contact strategy and leveraging property amenities/programs, to maintain customer play and to ensure repeat customer visitations.

Management Responsibility:
• Promote and sustain effective relationships with inter-departments
• Set and achieve the highest standards, sales goals and targets of performance for self and team members of his team
• Direct, assist and ensure team members to achieve the individual and team goals assigned to them
• Directly involved with the hiring, training, coaching, evaluating and rewarding, and applying disciplinary or corrective counselling to all team members 
• Provide guidance, support and management of team members in their work focus and activities around the work focus as below.

Core Focus:  
Acquisition – recruit new referrals from existing database and external sources, identify and manage sales leads, develop contacts, networks and relationships through marketing efforts 
Retention – deploy tactical strategy/plan to enhance guest's experience in the effort of attaining higher loyalty and revisitation rate. This includes providing personalization of preferences in accordance to guest’s choice,  marketing offers that are align to guest’s spending power, one-on-one relationship building, etc.
Growth – review potential and coded customers' performance in order to deploy the right strategy to encourage them to spend more, and meet company overall sales targets 
Re-Activation – business trip, cold call strategy , reactivation program; make contact with guest  to build relationships and promote property events

Performance Review:  On a weekly basis, review sales performance of every team members and meet with team member on a one-to-one basis to highlight area of improvements. Conduct detail discussion and agree with an action plan for the following week, in particular on uplifting sales performance. 
 

Requirements

• Minimum of 5 year’s customer development experience
• A Winning Attitude, ambitious, committed to winning, working hard and driving for results
• 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 act with transparency and honesty
• Relationship Building, make guests feel at home
• Sales Skills, engage with customers, makes an effective sales pitch; generate customer returns
• Guest Development Mindset, know individual and team goals, differentiate all tier guests 
• Teamwork and Collaboration, work with team members to look after the guests and share information
• Dealing with Customers Effectively, effectively solve guest problems; always be pleasant to guest
• Knowledge of Customers. seek to know & remember guest preferences, needs and cultures
• Knowledge of  GEG Products, Services and Procedures, and Current Events
• Knowledge of Internal Systems and Processes, use IT systems that support hosts and Customers' development
• Task Prioritization, effectively juggle multiple priorities, prioritize tasks and create schedules
• Language skills including but not limited to Cantonese, Mandarin, English to communicate well with guests