POSITION SUMMARY:
Senior Host, Elite Services is responsible for maintaining harmonious relationships with Premium Direct and Junket patrons to help generate return business by providing excellent customer service while maintaining a professional demeanor.
PRIMARY RESPONSIBILITIES:
1. Maintains a strong on-floor presence in the City of Dreams Manila VIP Room / Li Ying Club and be familiar with all Premium Direct and Junket patrons' names and able to recognize them
2. Establishes rapport with Premium Direct and Junket patrons and increase loyalty by serving as a personal contact to the VIP guests and ensures excellent customer service is delivered in a professional demeanor at all times.
3. Liaises and assist Elite Services Team, other departments and, external parties (as required) to facilitate and ensure a remarkable visit for the City of Dreams Manila VIP guests with regards to arrangements including the below but not limited to:
3.1. Hotel arrangements such as check in and check out
3.2. Transportation arrangements and requirements (including land, sea and air transport)
3.3. Gaming requirements and arrangements
3.4. Dining arrangements as well as other leisure and entertainment activities.
4. Ensures aspects of services rendered are delivered with efficiently and standard quality.
5. Understands gaming programs, assists in buy-in and settlement of gaming accounts with accuracy and efficiency.
6. Monitors player requirements and communicates players' movements to Executive Host, Elite Services and Assistant Manager, Elite Services.
7. Conducts tours for VIP guests and be familiarized with all facilities and restaurants of City of Dreams Manila.
8. Coordinates closely with internal departments such as but not limited to hotel, F&B, transportation, in providing punctual service in accordance to the standards set by the company which meets guest requirements and aims to exceed expectations by anticipating guest needs and responding requests in a professional demeanour.
9. Assists VIP patrons with issues and complaints with empathy and a focus on guest satisfaction, using line leader support when necessary.
10. Assists in maintenance and updating information in system records and databases.
11. Prepares reports and performs other tasks and/or fulfill responsibilities that may be assigned by management and/or immediate superior as the business operations required
12. To comply with all relevant laws, rules and regulations and departmental and the company’s policies & procedures.
13. Performs other task/s as assigned by immediate superior/s.
KEY PERFORMANCE INDICATORS:
1. Customer Service
Ensures all customers enjoy a positive experience in a welcoming and entertaining environment through providing an exceptional level of customer understanding and service which meets their expectations and engenders brand loyalty.
1. Measurement of customer satisfaction index.
2. On-going contribution to customer profiles.
3. Communicate information regarding guest profile and preferences to VIP Services Team.
4. Strong product knowledge.
2. Job Performance
Ensure delivery of excellent and exceptional customer service in accordance with company’s standard operating procedures
3. Financial Objective
Perform all aspects of the role and always mindful of the impact, actions or decisions that may have on the financial profitability of City of Dreams Manila
QUALIFICATIONS:
I. Experience
1. Preferably with relevant experience within a similar scope of customer service in hospitality/gaming industry
2. Knowledge in gaming terminologies, programs and concepts is an advantage.
II. Education
Tertiary level education is preferred.
III. Skills / Competencies
1. Good communication and interpersonal skills are required. Must be proficient in verbal and written English; ability to speak/write in foreign language is an advantage (Mandarin, Cantonese, Korean and Japanese).
2. Average computer skills and proficiency in MS Office applications such as word, outlook and excel.
3. Prepared to adopt and implement new approaches and practices to meet changing circumstances.
IV. Other Attributes
1. Must be able to work long hours, shifting schedule, weekends and holidays as required.
2. Must be able to work efficiently under minimal supervision
3. Highly motivated, energetic and creative.
4. Possess a positive flair and vibe, with a confident and charismatic personality.
5. Ability to develop good working relationships and communicate effectively across all levels of the organization.
6. Works well as an individual and equally effective when working in a team.
7. A team player who motivates others to work effectively within the team.
8. Display a high level of integrity and commitment to customer service.