Job Description

REQ10272 Host, Elite Services (Open)

The Host, Elite Services is responsible for ensuring a high standard of guest relations is provided to all VIP patrons. All dealings with both external and internal customers must be efficient, effective and professional at all times. Must be pleasant in a manner befitting City of Dreams VIP room. Exceptional presentation and communications skills are required.

PRIMARY RESPONSIBILITIES:

• Meet and Greet VIP patrons and its guests at the airport, Ferry terminals and border gate arrivals, and assisting them with hotel check-ins.
• Receives guests in a warm and welcoming manner
• Monitor and identifies the needs of our VIP patrons and its guests and offers to help accordingly such as restaurants’ bookings, hotel reservation etc, ensuring that customer service meets with and / or exceeds guest expectations.
• Always be considerate and understanding of our VIP guests in every occasion
• Ensures that the gaming floor, private gaming salons and gaming tables and its surroundings remain clean and free from clutter, ready and comfortable for VIP patrons to use.
• Maintain a strong on-floor presence in City of Dreams VIP Room and be familiar with all VIP patrons’ names and able to recognise them.
• Assisting City of Dreams VIP room bar Colleague to provide responsible service of food and beverages.
• Ensure that all rooms’ reservations are in order on a daily basis and update on the board the daily arrivals and departure of VIP patrons and its guest.
• Encouraging patrons to utilise their membership cards to ensure accurate ratings and assisting gaming Colleague with players identifications and program information.
• Personally takes responsibility for their work area and “ownership” of VIP guest basic problems until they are re-solved or refer it to Executive Host for guidance if it deems complicated.
• Issue complimentaries within patron entitlements, including validating valets parking etc. up to their level of authority.
• Prepare and process all documents and information for settling out patrons’ room charges prior to their departure on a daily basis for players on standard program.
• Assist new and walk-in VIP patrons in registering them as members and print VIP cards.
• Assist VIP patrons to their needs and wants such as cloaking of their items, going out of property to purchase items, gather external information, booking of hotel rooms etc.
• Be familiar with City of Dreams products, events and offers to be able to answer customers’ and colleagues’ enquire.
• Monitoring player requirements and communicating players’ movements to Executive Host and/or Managers.
• Ensure member-only access to City of Dreams VIP room at all times and refer any incidents or issues/customer complaints to Executive Host immediately.
• Any other administrative job function or project as assigned by the Executive Host.
• As City of Dreams operates a 24 x 7 business, shift working hours is essential.

KEY PERFORMANCE INDICATORS:

• All VIP patrons are welcomed and acknowledged in an appropriate manner.
• Customers’ needs are satisfied and where appropriate exceeded.
• Product Knowledge remains current and correct information is passed on to the patrons

QUALIFICATIONS:

Experience

• Required – Prior Customer Service, Guest relations/Hospitality experience in the gaming industry are preferred.
• Desired language skills – Cantonese and/or Mandarin & English.
• The company's complex and operating environment.
• Company products, services and organisational structure.
• Electronic and paper based filing systems.
• Computer packages including Microsoft Office, Excel, PowerPoint and electronic mail.
• Excellent communication (verbal and written) and presentation.
• Pleasant and mature disposition.
• Good communication and customer service skills.
• Ability to build rapport with all customers – both external and internal.
• Ability to maintain confidentially and action sensitive issues with discretion.
• Excellent organisational and time management skills.
• Ability to multi-task and work under pressure.
• Experience in a hospitality environment is desired.
• Guest Relations.

Education

• N / A

Skills / Competencies

• Customer Service focused.
• Approachable
• Diplomatic.
• Flexible.
• Excellent grooming, hygiene and presentation.
• Displays integrity.
• Is enthusiastic regardless of the repetitive nature of some tasks
• Highly motivated.
• Organised.
• Cooperative.
• Efficient.
• Team player.
• Pays attention to detail.