Senior Representative - GPC (GM)

Position Summary

Senior Representative is responsible for enrolling guests into the club, explaining all the benefits, assisting with player accounts, events and promotions, etc. Provide guidance and assistance to the Representatives in order to promote extraordinary guest service and encourage sign-ups, at the same time assisting Assistant Shift Manager in operational issues to ensure counter runs smoothly. All duties are to be performed in accordance with departmental and the GEG's policies and procedures.

Primary Responsibility

• Sign up Galaxy GPC members at counter and gaming floor to fulfil Company's target and sustain sign up quality
• Have detailed knowledge of Galaxy Privilege Club, Events and Promotions, redemption programs, Galaxy Macau’s products and services; and keeping up to date with these
• Operate with our Company systems for point checking upon guest's request
• Responsible for the redemption of merchandize, promotion and tactical offer, ferry ticket and casino credit in a timely manner
• Assist in execution of various events and promotions
• Handle guest's complaint in a professional manner as well as collect feedback from our guests on a daily basis
• Report incident, complaint case and anything abnormal to the on-duty superior promptly and correctly
• Ensure all guests are treated with Asian-heart service together with our Mystery Shop Standards when engaging with them
• Ensure that grooming is up to standards
• Get along well with fellow Team Members and work as a team
• Assist Assistant Shift manager to manage service condition and counter operation
• Assist superiors to prepare the shift report, incident report and work related reports on a daily basis
• Assist in operating the Redemption and Mall Concierge counters with Assistant Shift Managers or above
• Complete required paper work and computer data input in an auditable and timely manner
• Assist stocks transferred and refill stationeries for all counters
• Keep confidentiality of all necessary policies and customer information
• Any other tasks as assigned from time to time by any manger or to carry out any other duties which are reasonably deemed to be consistent with the demands and responsibilities for this role

Requirements

• High School Degree, College education preferred
• Experience with customer satisfaction programs in a service industry preferred
• Familiarity with hotel & casino industry preferred
• Able to use of Microsoft Office Products 
• Must have exceptional customer service skills
• Read, write, speak and understand English
• Knowledge of written and spoken Mandarin and Cantonese an asset
• Work independently and be self-motivated
• Respond calmly and make rational decisions when handling customers’ needs
• Ability to work flexible schedules, including nights, weekends and holidays