Job Description

REQ9260 Coordinator, Elite Services (Open)

The Coordinator, Elite Services is responsible for providing full back of house support in an efficient and effective manner to the Elite Services Department. The Coordinator, Elite Services will report directly to Executive, Elite Services and Manager, Elite Services.

PRIMARY RESPONSIBILITIES:

Primary Responsibilities

• Report to Executive, Elite Services and Managers, Elite Services to provide the highest quality of service to all international and local VIP customers
• Coordinate with other Departments in the rendering of services to VIP guests which include but not limited to:
  • Hotel Reservation & Check-in/out
  • Limousine / Helicopter / Ferry Bookings
  • Flights bookings & re-scheduling
  • Restaurant reservation as well as other leisure and entertainment activities
• Guest Services and relations: provide a level of service which exceeds all guest expectations by anticipating guest needs and responding promptly and courteously to requests, and by being able to identify regular patrons and establish a warm rapport with them
• Anticipation of Guest needs: anticipate needs prior to arrival and departure and organize for these needs to be met efficiently and effectively; Monitoring VIP guests arrival & departure and assist with VIP transportation requirement

KEY PERFORMANCE INDICATORS:

• Confidentiality maintained
• All correspondence, reporting and documentation is prepared in an accurate, timely and professional manner
• Paper and electronic filing system is established and maintained
• Procedures are improved to ensure efficient and timely completion of tasks
• Customer needs are satisfied and where appropriate exceeded
• Compliance at all times to legislative requirements and company policy

QUALIFICATIONS:

Experience

• Minimum one year working experience in customer service in the hospitality industry
• Possess excellent communication, negotiation and Public Relations skills
• Understanding of Hospitality and / or gaming operating environment is desirable
• Knowledge of Melco Resorts & Entertainment products, services and organizational structure is preferred
• Excellent communication skills (verbal and written)
• Excellent computer literacy including Microsoft Office products and electronic mail
• Ability to maintain confidentially and action sensitive issues with discretion
• Shorthand skills are highly desirable
• Experience in a hospitality or gaming environment is desirable

Education

• High School Qualification

Skills / Competencies

• Approachable
• Excellent grooming, hygiene and presentation
• Assertive without being aggressive
• Displays integrity
• Enthusiastic
• Organized
• Cooperative
• Efficient
• Team Player
• Pays attention to detail