Host, Casino Services

Host, Casino Services

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
• Possesses strong time management skills