Manager, Elite Services

Manager, Elite Services

The Manager, Elite Services shall be the point of contact of overseas/local Fixed Room and Casual Junkets in City of Dreams Manila. He/she will assist in developing the business with Junket Operators and Overseas Premium Direct Marketing. He/she will also oversee day to day operation on Premium Direct gaming areas, which focuses on both international and local VIP Gaming guest/patrons.

Primary Responsibilities:

1. Liaise with all key persons from Overseas Junkets regarding the business-related matter and to ensure the needs of junket are met and/or exceeded
2. Constantly aware of what is happening at the Overseas Junket and Premium Direct Pit
3. Handle service complaints, awareness on sensitivity of issues and ability to escalate when required
4. Dispute resolution; be consistently decisive when it comes all gaming disputes that happen in junket rooms and premium direct gaming areas
5. Ensure good coverage and strong presence at the receptions area, Premium Direct gaming areas and junkets, and back of house admin supports, while on duty
6. Maintain a healthy and professional relationship with patrons, and well coordination with the Elite Services Team, to create thorough communication line, and ensuring proper communication channel among the team
7. Closely monitor/liaise with overseas junket and elite services team if there are any arrival of elite patrons and ensuring successful coordination in all aspects of their visit
8. Suggest, implement, and maintain initiatives to improve, and remove barriers to, service to overseas junket and premium direct patrons
9. Maintaining a thorough understanding of overseas junket and Premium Direct patrons from overseas
10. Aware and knowledgeable of various programs offered by City of Dreams Manila to overseas junket and Premium Direct player
11. Developing relationships with Overseas Junket key person and representatives, and overall presence in all Elite areas
12. Acting as a support to the overseas Premium Direct marketing manager when they are travelling to ensure the guest is appropriately accommodated
13. Perform and understand Premium Direct program settlement and Junket program monthly settlement, as well as its procedures
14. Solicit and action feedback from other departments, overseas junket and Melco Club personnel
15. Provide timely update to management on business situation, VVIP players activity, keeping updates with other departments, such as but not limited to hotel, F&B, and table games on guests activity, and submit regular daily activity reports to senior management
16. Aimed to facilitate and ensure the needs/requests from overseas junket and Premium Direct players, continuous improvement of processes, and monitor that customer service objectives remain aligned
17. Contribute to business planning
18. Work closely with Melco Club Services team and other departments to ensure that Overseas Junkets and Premium Direct players receive the best support possible
19. Perform other tasks and/or projects as assigned by the immediate superior

Key Performance Indicators:

• Customer Service
• Marketing
• Compliance
• Financial Objective

Qualifications:

I. 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 Global Marketing/Resorts Marketing/International Marketing is a strong advantage.

II. Education

• College Graduate and above are preferred

III. 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

IV. 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.