Host, Loyalty Services - Limassol

Host, Loyalty Services - Limassol

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 Dreams Mediterranean ensuring a high standard of guest relations is provided to all patrons in accordance with established service standards.

Primary 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 VIP Executives assisting in allocating the appropriate endorsements of complimentary; hotel accommodations, food and beverages, services and miscellaneous items
• Liaises with the Casino Services team in regard to 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 Casino Services team has the correct information as a response to the inbound calls from members
• Fulfills daily documentation and reports accurately in accordance to operations
• Provides access control at High Limit Areas
• Assists the VIP Executives and the Casino Services team with Promotional Chip Program and settlements procedures
• Assists other department with the implementation of the AML procedure 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 Procedure 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:

Experience:

• One year or above relevant experience in customer services field

Education:

• Secondary-level education

Skills / Competencies:

• Computer literate
• Excellent interpersonal and communication skills
• Good command of Greek and English, Russian/ Arabic/ Hebrew/ Chinese highly regarded
• Must be able to work indoors and be exposed to various environments such as, but not limited to noise, dust, cigarette smoke and fragrances
• Must be able to tolerate second hand smoke

Personal Competencies:

• Willing to work on shifts in a 24/7 operation
• 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
• Must be able to tolerate second hand smoke