Job Description

REQ12420 Ambassador, Entertainment Operations (Open)

The primary function is to offer Five-star service quality, courtesy and safety to customers who are attending all entertainment activities in City of Dreams. Ambassador, Entertainment Operations is responsible for all front-line operations and to respond to customer enquiries from all channels. This position requires clear communication with customers with diverse nationalities and of all age range.

PRIMARY RESPONSIBILITIES:

Overall

• On a daily basis, he/she is responsible for accurate and efficient front-of-house ticketing, sales and smooth operations of entertainment venues. To assist in managing crowd control, to keep check of the condition of all FOH area and to ensure highest service quality standards is provided
• This person will have to perform effective operations in area of responsibilities which will include operational understanding as well as participation in all activities
• To ensure that high level of presentation is maintained and presented in accordance with the image of City of Dreams

Box Office & Ticketing

• Responsible for handling ticketing selling and enquiry at ticketing counters
• Take responsibility for the cash float and sales proceeds in his/her cash location
• Generate daily ticket terminal sales reports and responsible for the balance of total cash and credit card sales receipts, followed by the supervisor’s verification

Front of House Operation

• To assist / perform in activities such as games, storytelling, singing, face painting, dancing classes, etc.in accordance to the event activity calendar
• To assist in all set up before or after operation, to consistently maintain a clean and decent environment and to organize all equipment and the area as necessary.
• Check and collect tickets at all performance entrance area, where ticket is required for admission
• To ensure rule & regulations and safety are enforced
• Guide, direct and lead guests to their seats / location
• Evacuate the customers as per Duty Manager’s instruction when necessary
• To regularly load stock and supplies on shelf space and to maintain an organized storage space

Retail and F&B Sales and Servicing

• To serve our customers by introducing our merchandise / F&B offerings and be able to close sales consequently
• To handle the cashier register machine accurately
• To ensure all sales activities meet the requirements of law & legislation
• To perform outlet opening and closing duties daily as directed by Manager, Supervisors and Coordinators

Others

• Check and help with chores to ensure the cleanliness and tidiness of all concerned area
• Handle complaints in a courteous manner and to report major problems to supervisors
• Provide correct information and assistance to customers
• Report accidents, injuries and unsafe work conditions to Supervisors
• Perform other reasonable job duties as assigned by supervisors
• Must be able to work in both indoors and outdoors areas and to be exposed to various environments

KEY PERFORMANCE INDICATORS:

• Presentable appearance and personality
• Good communication, customer services & team work skills
• Willingness to learn
• Ready to work at irregular hours, including weekends and evenings
• Perfection of venue conditions at all times
• Five-star rating courtesy services achievement
• Seek for continuous improvement

QUALIFICATIONS:

Experience

• Practical customer service or venue experience preferable

Education

• Form 5 standard or equivalent education level

Skills / Competencies

• Have knowledge and experience of computerized ticketing systems
• Good command of Cantonese, Mandarin and English
• Always dress and talk in a professional manner
• Maintain a very high standard of personal presentation at all times
• Be customer service oriented
• Strong team player
• Organized and efficient