Job Description

REQ13681 Executive Host, Elite Services (Open)

Reports to: Assistant Manager, Elite Service

(describe the purpose of the position in 3-5 sentences)

The Executive Host, Elite Services are responsible for ensuring a high standard of guest relations is provided to all patrons in accordance with established service standards. All dealings with both external and internal customers must be efficient, effective and professional at all times. They must present in a manner befitting the exclusivity of the City of Dreams VIP Rooms. Exceptional presentation and communication skills are required.

PRIMARY RESPONSIBILITIES: (please list 5-10 essential duties in a simple, clear & concise manner)

• Retain VIP players and increase loyalty by serving as a personal contact to players to ensure excellent customer service.
• Developing understanding of relationships with players and player groups’ representatives, including VIP premium patrons.
• Keeping up to date with and fielding enquires regarding City of Dreams VIP Room memberships, Player Programs, Non-Gaming Program and all current gaming and promotions.
• Preparing and managing private salon requirements and ensure no un-authorised access.
• Communicating with other departments to facilitate and ensure an enjoyment visit for our City of Dreams VIP patrons.
• Completing the appropriate arrivals schedules for walk-in patrons or when patron changes programs.
• Explain and conduct VIP players’ program buy-in and settlement of accounts for Standard players program in an efficient manner.
• Prepare all documents/information for Managers to conduct all buy-in/settlements of accounts.
• Confirming players ratings are correct and all winnings are accurate for cash out, issuing cheques or TT and obtain approval from Managers for action.
• Assisting with patron queries in their appropriate languages (other than Cantonese, Mandarin and English) to ensure that information are communicated correctly.
• Facilitating patron tours and familiar with all complex facilities and restaurants and ensuring knowledge is up-to date and comprehensive. This includes tours for our business partners and their associates.
• Issuing complimentary within patron entitlements, up to their level of authority.
• Generating complimentary vouchers and present to cage along with receipts in a timely fashion at the end of each patron’s visits.
• Being aware of all Melco Resorts & Entertainment events and events happening around Macau and receive patron expressions of interest for these events.
• Assign Host daily job / area allocation, including airport/ferry/border meet and greet of VIP patrons.
• Ensuring that Host are performing their job functions in a most effective and efficient manner.
• Any other administrative job function or project as assigned by the Manager.
• As City of Dreams operates a 24 x 7 business, shift working hours is essential.

KEY PERFORMANCE INDICATORS: (this is optional, please list 3-5 indicators at most)

Customer Service

Ensure all customers enjoy a positive experience in a welcoming and entertaining environment through providing an exceptional level of customer understanding and service which meets their expectations and engenders brand loyalty.

• Measurement of customer satisfaction index.
• On-going contribution to customer profiles.
• Communicate information regarding quality new customers to relevant Marketing Office.
• Strong product knowledge.

Marketing

Utilise every customer contact as an opportunity to market Melco Resorts & Entertainment, gain feedback on events and initiatives, and identify possible competitive threats.

• Ensure delivery of excellent and exceptional customer service in accordance with Melco Resorts & Entertainment service standards.
• Provide drive for return visitation of VIP patrons based on customers’ experience.

Compliance

Ensure that City of Dreams meets its regulatory obligations through demonstrating personal awareness of all relevant legislation and managing employee compliance with all Melco Resorts & Entertainment and procedures.

• Maintain strict confidentiality and understand the implications of breaches of confidence.
• Competency testing on an annual basis.

Financial Objective

Perform all aspects of the role and always mindful of the impact, actions or decisions that may have on the financial profitability of Melco Resorts & Entertainment.

• Knowledge of Foreign Currency Exchange
• Manage costs associated with complimentary.
• Managing of Absenteeism of Host.

QUALIFICATIONS:

Experience (please indicate minimum required and preferred experiences)

• Required – Prior Customer Service experience in the gaming industry preferably in a VIP environment.
• Desirable – Asian language skills – Cantonese, Mandarin & English.
• City of Dreams complex and operating environment.
• City of Dreams products, services and organisational structure.
• Electronic and paper based filing systems.
• Computer packages including Microsoft Office, Excel and electronic mail.
• Excellent communication (verbal and written) and presentation.
• Ability to build rapport with all customers – both external and internal.
• Ability to maintain confidentially and action sensitive issues with discretion.
• Ability to field disputes, escalating where required along with all pertinent information.
• Excellent organisational and time management skills.
• Ability to multi-task and work under pressure.
• Experience in Hosting role is required.

Education (please indicate minimum and preferred academic requirements)

• N / A

Skills / Competencies (please indicate requisite competencies that are qualified for the position)

• Customer Service Leadership.
• Approachable.
• Diplomatic with customers, assertive with direct reports without being aggressive.
• Flexible.
• Excellent grooming, hygiene and presentation.
• Displays integrity.
• Enthusiastic.
• Highly motivated.
• Organised.
• Cooperative.
• Efficient.
• Team leader.
• Pays attention to detail.
• Motivational