Assistant Manager, Elite Services

Assistant Manager, Elite Services

The Assistant Manager, Elite Services shall assist the Manager, Elite Services in developing the business with Junket Operators and Overseas Premium Direct Marketing. He/she will be one of the points of contact of overseas/local fixed room and casual junkets in City of Dreams Sri Lanka. He/she will also work hand in hand with the rest of the Elite Services team in managing day to day operation in the Premium Direct gaming areas.

Primary Responsibilities:

• Liaise with all key persons from Overseas Junkets regarding business-related matters and also ensure the needs of junket are met and/or exceeded.
• Ensures that all patrons are well taken care of and provided with exceptional service.
• Constantly aware of what is happening at the Overseas Junket and Premium Direct Pit.
• Closely monitors/liaises overseas junket if there are any arrival of elite patrons and ensuring successful coordination in all aspects of their visit.
• Maintain an updated junket staff list and ensure that they are compliant with COD Sri Lanka requirements.
• Suggests, implement, and maintain initiatives to improve, and remove barriers in providing service to overseas junkets and premium direct patrons.
• Dispute resolution; be consistently decisive when it comes all gaming disputes that happens in junket rooms and premium direct gaming areas
• Maintains a thorough understanding of overseas junket and Premium Direct players from overseas.
• Knowledgeable of various programs offered by City of Dreams Sri Lanka to overseas junket and Premium Direct player.
• Perform and understand Premium Direct program settlement and Junket program monthly settlement, as well as its procedures.
• Maintain good working with overseas junkets and premium direct marketing in charge.
• Act as a support to the overseas Premium Direct marketing manager when they are travelling to ensure guests are appropriately accommodated.
• Solicit and action feedback from other departments, overseas junkets and Melco Club personnel.
• Facilitate and ensure the needs/requests of overseas junket and Premium Direct players, continuous improvement of processes, and monitor that customer service objectives remain aligned.
• Contribute to business planning.
• Work closely with Melco Club Services team and other departments to ensure that Overseas Junkets and Premium Direct players receive the best support possible.
• Perform other tasks and/or projects as assigned by superiors.

Requirements & Qualifications:

Experience:

• Minimum of 5 years of experience in the gaming industry particularly in the sections of Elite Services, Premium Direct and junket operations.
• Experience in Resorts Marketing/International Marketing is a strong advantage.

Education:

• College Graduate and above are preferred

Skills / Competencies:

• Possess good business acumen.
• Above average computer literacy, particularly MS Office Programs.
• Excellent English communication (verbal and written) and presentation skills and preferably can effectively communicate in other Asian languages such as Cantonese, Mandarin, Japanese, Korean, etc.
• Ability to build rapport with all customers – both external and internal.
• Ability to maintain confidentiality and action sensitive issues with discretion.
• Ability to field disputes, escalating where required along with all pertinent information
• Excellent organizational and time management skills.
• Ability to multi-task and work under pressure.

Other Attributes:

• Adaptable and implements new approaches and practices to meet changing circumstances.
• Highly motivated, energetic and creative.
• Possess a positive flair and vibes; confident and charismatic.
• Ability to develop good business relationships and can communicate effectively across all levels of the organization.
• A team player who motivates others to work effectively within the team.
• Works well as an individual and equally effective when working with a team.
• Displays a high level of integrity and commitment to customer service.