029518 Host, VIP Services (Open)

Position Summary

Our Hosts broaden and heighten the gaming experience for our VIP clientele, so they know and feel the difference. Our hosts think and act quickly on their feet, using excellent communications and interpersonal skills. Knowledge of the gaming industry, player programmes, and our services will enhance your development and experience in this key environment.

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 is 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 the City of Dreams VIP Room and be familiar with all VIP patrons' names and able to recognise them.
• Assisting the City of Dreams VIP room bar staff to provide responsible Service of Alcohol.
• 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 staff 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 VIP 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 only.
• Players on turnover 1 and above problem will be processed by VIP Executive Host/ VIP Service Managers
• Assist new and walk-in VIP patrons in registering them as a City of Dreams VIP room members and print VIP cards, this includes fixed room and casual junkets.
• 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 VIP Executive Host and/or VIP Service Managers.
• Ensure member-only access to the City of Dreams VIP room at all times and refer any incidents or issues/customer complaints to VIP Executive Host immediately.
• Any other administrative job function or project as assigned by the VIP Executive Host.

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

• Required - Prior Customer Service, Guest relations/Hospitality experience in the Casino Industry are preferred.
• Desired language skills - Cantonese and/or Mandarin & English.

Knowledge of

• 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, PowerPoint and electronic mail.

Skills

• 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

• Experience in a hospitality or Casino environment is desired.
• Guest Relations.
  

Personal Characteristics

• Customer Service Focussed.
• 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.
• Sense of humour.
• Team player.
• Pays attention to detail.

Additional Information
As City of Dreams operates a 24 x 7 business, flexibility in working hours is essential.

Job

VIP Services

Primary Location

Macau SAR-City of Dreams Macau

Organization

City Of Dreams Macau