REQ12784 Host, Casino Services (Open)POSITION SUMMARY:The Host, Casino Services is responsible for providing customer service and supporting Casino Marketing and Outbound Sales teams. Also, to provide engagement efforts for Mass market customers on the casino floor. This front-line role serves as a customer ambassador, promoting loyalty programs, providing information on current promotions and services, and supporting new business acquisition.PRIMARY RESPONSIBILITIES:
Actively assist with Melco Club Registrations using on-floor technology and equipment
Identify and engage new customers entering the Casino Gaming Floor, in line with the Casino Marketing Guidelines
Promote existing and new offers, services, and promotions to drive customer engagement. Guide customers on how to participate in promotions, tournaments and other activities
Communicate effectively with customers to explain benefits, offers and qualifying criteria
Assess and identify clients and allocate appropriate endorsements of complimentary items
Direct liaise with OBS department for criteria, thresholds, occupancy levels, and assisting in OBS reservations
Fulfill daily documentation and report accurately in accordance to operations requirements
Actively collaborate with team members and other Departments to deliver seamless customer service and resolve conflict situations
Liaise with Business Development when a high value member is identified
Consolidate information on the customer’s history and status by collating gaming results details with Casino Services criteria
Support casino floor activations team, when required
Assist with customer inquiries, providing information and resolving concerns in a professional and efficient manner
Participate in team briefings, service updates, and on-floor activations as needed
Liaises with the gaming and compliance departments in matters related to client’s profile requirements and comps settlements
From time to time, management may change certain tasks based on synergies due to business requirements and operational changes.
JOB REQUIREMENTS:
Willing to work a 24/7 rotation schedule including night shifts, weekends and national holidays
Flexible and accommodating as this may require extra hours out of working schedule
KEY PERFORMANCE INDICATORS:
Casino room booking conversion rate
Events & promotions engagement rate
New acquisitions to the Melco Club loyalty programme
QUALIFICATIONS:Experience
Minimum one year relevant experience in customer service/sales field
Experience in a customer service/sales or business development position.
Education
College Degree in Marketing, Business Administration or any other related field
Skills / Competencies
Computer literate
Strong interpersonal skills with a customer – focused mindset
Excellent communication skills and a proactive approach to service
Negotiation and conflict management skills
Excellent command of English, Greek and other languages (Hebrew, Arabic) highly regarded.
PERSONAL COMPETENCIES:
Dynamic and proactive approach to people and conflict situations
Flexible and accommodating
Receptive and versatile in adopting new approaches and practices to meet changing circumstances
High adaptability to various assigned job tasks
Ability to work under pressure, energetic and enthusiastic
