Associate - CD

Position Summary

Build relationships with target customers 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.  

Primary Responsibility

• Identify and manage sales leads
• Develop contacts, networks and relationships
• Identify potential new customers through external sources and referrals. Making external guest development trips to acquire new customers and foster deeper relationship with existing guests
• Attract new customers through marketing initiatives  
• 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 – 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 guest 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 spending trends or guest falling out of their normal trip pattern – aggressive engagement. 
• Understand and differentiate the value of customers
• Get to know the guest on one on one basis and knowing the guest’s day 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 customers to reach higher spending 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, coding segmentation,  revisitation rate and other sales related targets
• Make contact with guest through phone calls, letters, e-mail, business trip and floor contact to build relationships and promote property events
• Deploy reactivation marketing offers to entice customers back to GEG
• Personal visit to inactive guest to build up rapport and relationship for re-engagement 
 

Requirements

• Minimum of 1 year’s customer development and/or customer service 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