Host, Casino Services

REQ15183 Host, Casino Services (Open)

POSITION SUMMARY:

The Host, Casino Services provides exceptional customer service while supporting the Casino Marketing and Outbound Sales teams. This front-line role engages Mass Market customers on the casino floor, acting as a customer ambassador by promoting loyalty programs, providing information on current promotions and services, and supporting customer acquisition and engagement initiatives.

PRIMARY RESPONSIBILITIES:

Customer Engagement & Registration

• Actively assist with Melco Club Registrations using on-floor technology and equipment.
• Identify and engage new customers entering the casino floor, in line with the Casino Marketing guidelines.
• Promote existing and new offers, services, and promotions to drive customer engagement.
• Guide customers on how to participate in promotions, tournaments and other activities.
• Communicate effectively with customers to explain benefits, offers and qualifying criteria. Customer Recognition & Rewards
• Supports the processing of complimentary items in accordance with approved procedures and authorization levels.
• Liaise directly with OBS (Outbound Sales) department regarding criteria, thresholds, occupancy levels, and assisting in OBS reservations.
• Consolidate customer information by collating gaming results and tracking status according to Casino Services criteria.
• Liaise with Business Development/ VIP Services when high-value members are identified. Operations & Documentation
• Fulfill daily documentation and report accurately in accordance with operations guidelines.
• Support casino floor activations team, when required.
• Participate in team briefings, service updates, and on-floor activations.
• Liaises with Gaming and Compliance departments regarding client profile requirements and comps settlements. Collaboration & Problem Solving
• Actively collaborate with team members and other departments to deliver seamless customer service.
• Resolve customer concerns or conflict professionally and efficiently.
• From time to time, management may change certain tasks based on synergies due to business requirements and operational changes.

JOB REQUIREMENTS:

• Willing to work a 24/7 rotation schedule including night shifts, weekends and national holidays
• Flexible and accommodating as this may require extra hours out of working schedule
• Must be able to work indoors and be exposed to various environments such as, but not limited to noise, dust, cigarette smoke and fragrances

PERFORMANCE INDICATORS:

• Casino room booking conversion rate
• Events & promotions engagement rate
• New acquisitions to the Melco Club loyalty programme

QUALIFICATIONS:

Experience

• Minimum one-year relevant experience in customer service/sales field
• Experience in a customer service/sales or business development position. Education
• High School graduate
• College Degree in Marketing, Business Administration or any other related field will be considered as an advantage Skills / Competencies
• Computer literate
• Strong interpersonal skills with a customer – focused mindset
• Excellent communication skills and a proactive approach to service
• Negotiation and conflict management skills
• Excellent command of English, Greek and other languages (Hebrew, Arabic) highly regarded

PERSONAL COMPETENCIES:

• Dynamic and proactive approach to people and conflict situations
• Flexible and accommodating
• Receptive and versatile in adopting new approaches and practices to meet changing circumstances
• High adaptability to various assigned job tasks
• Ability to work under pressure, energetic and enthusiastic
• Possesses strong time management skills