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 equipmentIdentify and engage new customers entering the Casino Gaming Floor, in line with the Casino Marketing GuidelinesPromote existing and new offers, services, and promotions to drive customer engagement. Guide customers on how to participate in promotions, tournaments and other activitiesCommunicate effectively with customers to explain benefits, offers and qualifying criteriaAssess and identify clients and allocate appropriate endorsements of complimentary itemsDirect liaise with OBS department for criteria, thresholds, occupancy levels, and assisting in OBS reservationsFulfill daily documentation and report accurately in accordance to operations requirementsActively collaborate with team members and other Departments to deliver seamless customer service and resolve conflict situationsLiaise with Business Development when a high value member is identifiedConsolidate information on the customer’s history and status by collating gaming results details with Casino Services criteriaSupport casino floor activations team, when requiredAssist with customer inquiries, providing information and resolving concerns in a professional and efficient mannerParticipate in team briefings, service updates, and on-floor activations as neededLiaises with the gaming and compliance departments in matters related to client’s profile requirements and comps settlementsFrom 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 holidaysFlexible and accommodating as this may require extra hours out of working schedule

KEY PERFORMANCE INDICATORS:

Casino room booking conversion rateEvents & promotions engagement rateNew acquisitions to the Melco Club loyalty programme

QUALIFICATIONS:

Experience

Minimum one year relevant experience in customer service/sales fieldExperience in a customer service/sales or business development position.

Education

College Degree in Marketing, Business Administration or any other related field

Skills / Competencies

Computer literateStrong interpersonal skills with a customer – focused mindsetExcellent communication skills and a proactive approach to serviceNegotiation and conflict management skillsExcellent command of English, Greek and other languages (Hebrew, Arabic) highly regarded.

PERSONAL COMPETENCIES:

Dynamic and proactive approach to people and conflict situationsFlexible and accommodatingReceptive and versatile in adopting new approaches and practices to meet changing circumstancesHigh adaptability to various assigned job tasksAbility to work under pressure, energetic and enthusiasticPossesses strong time management skills