REQ13072 Host, VIP Services (Open)POSITION SUMMARY:The Host, VIP Services position will broaden and heighten the gaming experience for our VIP clientele, so they know and feel the difference. Our hosts think and act quickly on their feet, using excellent communications and interpersonal skills. Knowledge of the gaming industry, player programs, and our services will enhance your development and experience in this key environment.PRIMARY RESPONSIBILITIES:
Meets and Greet VIP patrons and its guests at the airport, gate arrivals, assisting them with hotel check-ins
Monitors and identifies the needs of our VIP patrons and its guests. Offers to help accordingly such as restaurants' bookings, hotel reservation etc., ensuring that customer service meets with and / or exceeds guest expectation
Ensures that the gaming floor, private gaming salons and gaming tables and its surroundings remain clean and free from clutter, ready and comfortable for VIP patrons to use
Maintains a strong on-floor presence in the VIP Room and be familiar with all VIP patrons' names and able to recognize them
Assists the VIP room bar staff to provide responsible Service of Alcohol
Ensures that all rooms reservations are in order on a daily basis, updates the daily arrivals and departure of VIP patrons and its guest
Encourages patrons to utilize their membership cards to ensure accurate ratings and assists gaming staff with players identifications and program information
Prepares and process all documents and information for settling out patrons' room charges prior to their departure on a daily basis for players on standard program only
Assists VIP Executive Host/ VIP Service Managers with settlements for customers program
Monitors player requirements and communicating players movements to VIP Executive Host and/or VIP Service Managers
Assists new and walk-in VIP patrons in registering them as a VIP room member, printing VIP cards including junkets
Takes responsibility for their work area and "ownership" of VIP guest basic problems until they are resolved or refer it to VIP Executive Host for guidance if it deems complicated
Ensures that only members are allowed to access to the VIP room at all times
Refers any incidents or issues/customer complaints to VIP Executive Host immediately
KEY PERFORMANCE INDICATORS:
Excellent knowledge of complex and operating environment and facilities.
Excellent knowledge of products, services, and organizational structure.
Able to build rapport with all customers - both external and internal
Maintains confidentiality and handles sensitive issues with discretion
Ability to work on flexible shift including overnight, weekends and holiday on rotation basis
Maintains the highest standard of professionalism, ethics, and attitude towards guests and colleagues
Ability to work overtime when needed
Excellent organizational and time management skills
Ability to multi-task and work under pressure
QUALIFICATIONS:Experience
Prior Customer Service, Guest relations/Hospitality experience in the Casino Industry are preferred
Guest Relations
Education
High school / College degree or equivalent professional training
