Manager

Position Summary

Build relationships with target players; develop and maintain customer base in order to drive performance to reach Sales Targets.

Primary Responsibility

Based in HK or other Asia countries, works closely with team members in Macau, this position builds relationships with target players utilizing contact strategy through a variety of in-bound and out-bound channels.  Leverages property amenities/programs to develop the customer database, maintain customer play and ensure repeat customer visits.  

Work focus in terms of ‘Players Gaming Cycle’:

Core Focus:  
Growth – study potential and coded players gaming performance in order to encourage them to play more
• Understand and differentiate the value of customers
• Meet company monthly targets consistently through the increase in customer database, hotel room booking, event participation, new player coding and other sales related targets 

Acquisition – recruit new referrals from existing database, competitors referrals & from the gaming floor 
• Identify and manage sales leads
• Develop contacts, networks and relationships
• Identify potential new players by external sources and referral and develop them through marketing efforts by reviewing play data

Retention – remember player’s preferences and their surname; update all potential patrons 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
• Use judgment to make complimentary decisions based on play record within the guidelines set by the company 
• Use complimentary and amenities to properly reward players and build loyalty
• Coordinate travel arrangement for customers and arrange pick-up and send-off service 

Re-Activation – business trip, cold call strategy , reactivation program
• Make contact with players through phone calls, letters, e-mail, business trip and casino floor contact to build relationships and promote property events
 

Requirements

• Minimum of 5 year’s player 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/players feel at home
• Sales Skills, engage with customers, makes an effective sales pitch; generate customer returns
• Player 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 player 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