Assistant Manager - Premium Hosting

Position Summary

Acquire through new or re-activation of guest with subsequent effort in fostering a closer relationships to drive higher retentions and visitation into GEG in achieving sales targets.
Senior Manager: In addition to the above, Senior Managers shall provide the necessary coaching and guidance to the Assistant Managers/Managers in meeting the necessary sales performance.

Primary Responsibility

Build relationships with target customer utilizing contact strategy through a variety of in-bound and out-bound channels.  Leverage property amenities/ marketing programs to develop and expand customer database, increase customer spending level and ensure repeat visitation.  

Core Focus:  

Acquisition – recruit new referrals from existing database, competitors referrals & from the floor 
• Identify and manage sales leads
• Develop contacts, networks and relationships
• Identify potential new guest through external sources and referrals. Making external customer development trips to acquire new customers and foster deeper relationship with existing guest
• Attract new customers through marketing initiatives  

Retention – remember guest’s preferences and their surname; update all potential guest and their preferences into the system; offers upcoming promotion depending on their needs
• Listen to and communicate with a variety of customers and team members
• Provide excellent service to customers, respond promptly and courteously to customer requests
• Motivate customers to visit more and spend more – casino customer journey
• Use judgment to make complimentary decisions based on play record within the guidelines set by the company 
• Use complimentary and amenities to properly reward customer and build loyalty
• Coordinate travel arrangement for customers and arrange pick-up and send-off service 
• Deploy guest intervention strategy whenever there is a downward trends or guest falling out of their normal trip pattern – aggressive engagement. 
 

Growth – study potential and coded guest performance in order to encourage them to spend more
• Understand and differentiate the value of customers
• Get to know the guest on one on one basis and knowing the customer’s preferences and personalize the preferences on each visit to drive higher loyalty 
• Consistently introduce new facilities/outlets (F&B, retail, etc.) to increase share of wallet spending within the property 
• Motivate guest to reach higher spend level to attain higher offer value through daily privilege points, direct offers, better comp room type 
• Meet company monthly targets consistently through the increase in customer database, hotel room booking, event participation, guest coding segmentation,  revisitation rate and other sales related targets

Re-Activation – business trip, cold call strategy and reactivation program
• Make contact with customers through phone calls, letters, e-mail, business trip and  floor contact to build relationships and promote property events
• Deploy reactivation marketing offers to entice guest back to GEG
• Personal visit to inactive customer to build up rapport and relationship for re-engagement 

Requirements

• Minimum of 3 year’s customer development experience
• A Winning Attitude, ambitious, committed to winning, working hard and driving for results
• Proactive, Positive and Passionate about the work they do
• Self-motivated, set personal goals and high standards
• People Oriented, enjoy working with and serving guests
• Integrity and Honesty, follow procedures and act with transparency and honesty
• Relationship Building, make guests feel at home
• Sales Skills, engage with customers, makes an effective sales pitch; generate customer returns
• Customer Development Mindset, know individual and team goals, differentiate all tier guests 
• Teamwork and Collaboration, work with team members to look after the guests and share information
• Dealing with Customers Effectively, effectively solve guest problems; always be pleasant to guest
• Knowledge of Customers. seek to know & remember guest preferences, needs and cultures
• Knowledge of  GEG Products, Services and Procedures, and Current Events
• Knowledge of Internal Systems and Processes, use IT systems that support hosts and Customer development
• Task Prioritization, effectively juggle multiple priorities, prioritize tasks and create schedules
• Language skills including but not limited to Cantonese, Mandarin, English to communicate well with guests