POSITION SUMMARY:
The Senior Host, Resorts & Loyalty Marketing is accountable for the recruitment of players to the loyalty program through on floor recruitment and assists with performing membership related transactions at Melco Club. Senior Host, Resorts & Loyalty Marketing also assists in the airport operations by providing courteous, professional, efficient, and flexible service consistent with the Company’s standards to maximize guest satisfaction. They also are responsible for ensuring a high level of service by greeting guests and presenting a professional first impression.
PRIMARY RESPONSIBILITIES:
1. Station at designated Melco Club counters, promotional points and always maintain excellent service and contribute to guest satisfaction by displaying the highest quality service and friendliness, by greeting all customers and provide pro-active service by anticipating and meeting their needs.
2. Recruit and register players to the loyalty program of City of Dreams Manila through walk-in or on-floor direct recruitment.
3. Promote the loyalty program by informing guests of the benefits and facilities associated.
4. Assist guests with all gaming machines, table games, gaming inquiries and communicate guest feedback to Management.
5. Handle membership related transactions, customers’ complaints, and enquiries professionally.
6. Execute gaming promotional activities.
7. Always maintains strict confidentiality of customer information.
8. Performs positive interaction upon meet and greet at airports/designated areas with guests during arrival and departure.
9. Ensures accurate, smooth, and efficient service in meeting and sending off Elite guests.
10. Coordinates with other departments within and outside City of Dreams Manila for the preparation of required arrangements for Elite guests.
11. Informs the transportation department of any delay, amendments, or cancellation on flight arrival/departure from the original scheduled timing
12. Coordinates and liaises with the transportation department for all the guest’s arrival and departures arrangements.
13. Must work independently and unsupervised with the ability to follow-up as required.
14. Ability to work flexible hours including weekends, evenings, overnight, and public holidays.
15. Performs all duties and tasks in the assigned place of work based on the duty roster, note that the standards can change based on trends, guest expectations, and operational needs and philosophies.
16. Performs other tasks and/or fulfill responsibilities that may be assigned by management and/or immediate superior as the business operations required.
QUALIFICATIONS:
I. Experience
One year or more relevant experience in customer service or related is preferred
II. Education
Appropriate tertiary education
III. Skills / Competencies
Fluent in spoken English; knowledge of other languages is an advantage.
IV. Others
1. Proven excellent customer service skills, energetic and enthusiastic
2. Willing to work on a shifting schedule
3. Flexible and accommodating, as the role may require extra hours out of normal work hours