REQ10366 Host, Loyalty Services - (Part-time) (Open)Melco Resorts & Entertainment in CyprusMelco Resorts & Entertainment (Melco) is the developer and operator of the upcoming integrated resort, City of Dreams Mediterranean, which is expected to be the largest and premier integrated resort in Europe. The Company’s unique blend of design, entertainment and quality sets the company apart, making it the global leader in premium integrated resorts. As recipient of more than 650 awards international, regional and local awards, Melco’s esteemed achievements highlight the Company’s dedication to exceptional hospitality and service excellence. With its entire property portfolio honored with the top tier, Forbes Travel Guide Five-Star recognition, Melco leads among integrated resort operators in Asia. Melco’s four signature restaurants across Melco properties are honored by Michelin Guide Hong Kong Macau 2021 with a collective total of seven Michelin-stars. With its growing international presence and approximately 20,000 colleagues globally, Melco actively contributes to the communities in which it operates. The Company values colleagues as the heart of the business and was named one of the “Best Companies to Work for in Asia” by HR Asia for two consecutive years (2019-2020). Furthermore, Melco has received numerous accolades for its contributions to the community, including being named winner of “Community Award – Asia” at 2020 Industry Community Awards and being voted “Socially Responsible Operator of the Year” at International Gaming Awards 2019.As part of Melco, City of Dreams Mediterranean will be driven by the Company’s commitment to excellence. It is set to be a world-leading integrated resort and landmark for Cyprus and the wider region, offering a range of attractions and entertainment options including luxury accommodation, fine dining, recreation and MICE facilities. City of Dreams Mediterranean is set to boost tourism in Cyprus, attracting an additional 300,000 tourists annually and contributing significantly to alleviate seasonality. During the construction phase, City of Dreams Mediterranean is expected to create an estimated 4,000 local job opportunities, and approximately 2,500 permanent jobs once open.Melco also operates Cyprus Casinos in Nicosia, Ayia Napa, Paphos and Limassol.POSITION SUMMARY:The Host, Loyalty Services operates the Loyalty Club and casino promotion counters, including any on floor assistance to members or casino patrons. The Host provides services to fulfill and support all Membership program maintenance, benefits, complimentary and other tasks as set by management. Acts as a front-line service representative on behalf of Cyprus Casinos and City of DreamsMediterranean ensuring a high standard of guest relations is provided to all patrons in accordance with established service standards.PRIMARY RESPONSIBILITIES:Key Roles & Responsibilities
Explains the benefits according to the Loyalty Program and criteria.
Ensures a timely implementation of the Loyalty Program.
Delivers immediate marketing related services to members and potential players via casino promotions, mass gaming floor and counter operations.
Registers players to the COD Membership Loyalty Program and promotes benefits and offers.
Executes casino promotions with tasks such as participation registration, on stage draws, MC to announce results, flyers distribution and prizes redemption as well as other tasks given by the superiors.
Assesses and identifies clients and liaises with the operational departments, assisting in allocating the appropriate endorsements of complimentary, hotel accommodations, food and beverages, services, and miscellaneous items.
Liaises with the Casino Services team regarding members requests for transportation, hotel. rooms, F&B, entertainment related arrangements in accordance with established standard operating procedures
Maintains a quick response time to all client’s requests and ensures the relevant team has the correct information as a response to the inbound calls from members.
Fulfills daily documentation and reports accurately in accordance with operations.
Assists other department with the implementation of the AML procedures and ensures all documents are recorded and distributed in a timely manner.
Liaises with all Departments to ensure the promised customer service and resolve conflict.
situations
Implements Responsible Gaming Procedures and ensures all information are logged by Casino Services
Takes ownership of customer dispute and involves the relevant Management to resolve the issue.
Performs any other duty in the department if/ when the Superiors consider it necessary
QUALIFICATIONS:Requirements & Qualifications
Experience
One year or above relevant experience in customer services field
Education
Secondary-level education
Skills / Competencies
Computer literate
Excellent interpersonal and communication skills
Professional written communication skills
Excellent command of Greek and English, Russian/ Arabic/ Hebrew/ Chinese highly regarded
PERSONAL COMPETENCIES:
Willing to work a 24/7 rotation schedule including night shifts, weekends, and national holidays.
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.
Possesses strong time management skills.
Must be able to work indoors and be exposed to various environments such as, but not limited to noise, dust, cigarette smoke and fragrances, standing for prolonged hours
