Host - CS (SW)

Position Summary

Provide high quality services to customers; as front runners of GEG and project a good image and goodwill of the company; identify potential players on the floors and offer memberships to Privilege Club

Primary Responsibility

Operational responsibilities:
• Carry out all related counter duties
• Report any incidents to the supervisors
• Coordinate the flow of paper work, reports and its submission to the manager
• Have a “team player” mentality with regard to reporting and handing over of all information
• Effectively carry out all tasks given by Superiors

Work focus related to ‘Players Gaming Cycle’:
Primary Focus:  
Acquisition and Serve - recruit new players from the gaming floor or guests approaching the CS counter; answer all the players’ enquiry, request and problems; build relationships by doing more engagement, services and offerings 
Sign Up:
• Recruit new players through gaming destination introduction and upgrade customer’s membership level according to their gaming record in all Mass gaming area
Counter Services:
• Provide accurate information about facilities, entertainment and services of GEG
• Prepare and update arrivals and departures of players 
• Make/update reservations for hotel rooms for players 
• Make/update player pick-up or send off reservations for transportation to Ferry Terminal and Border Gate and Macau International Airport 
• Check incoming flight times for airlines/weather condition for flight or Ferry cancellations
Guest/Floor Engagement:
• Establish warm rapport, listen and act with a smile and serve with a positive attitude at all                     
• Build relationships by performing more engagement activities, services and offering - complimentary rooms, extending length of stay and upcoming promotion and events

Secondary Focus:  
Retention and Re-activation – remember player’s preference and their surname; all potential patrons and their preferences be updated; reactivate players back into in our properties
Rooms:
• Anticipate customer needs, manage rooms allotment
Events and Promotion:
• Identify good and regular customers, and provide a high standard of customer service 
• Encourage customers without intimidation to enjoy themselves at the gaming tables 
• Invite entitled customers to participate in current/upcoming promotions and events 
• Perform cold calling to reactivate the players back into our properties

Growth - study potential and coded players gaming performance in order to encourage players to play more
 Re-Visitation/Theo Win:
• Theo Win Growth
• Database Growth
• Increase Average Betting
• Extend no. of nights stay (length per stay) 

Requirements

• Form 5 graduate or above
• Fluency in English, Cantonese and Mandarin
• Experience in hospitality industry
• 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 acts with transparency and honesty
• Sales Skills, engage with customers, effectively follow up to generate and drive business
• Relationship Building, socialize with guests, make guests/players feel at home
• Teamwork and Collaboration, work with team members to look after guests and share information
• Dealing with Customers Effectively, effectively handle guest problems; always be pleasant to guest
• Knowledge of Customers, seek to know and remember guest preferences, needs and cultures