Host, VIP Services (Chinese-Speaking)

REQ15026 Host, VIP Services (Chinese-Speaking) (Open)

POSITION SUMMARY:

The Host, VIP Services is responsible for providing exceptional service and personalized attention to VIP customers. This position requires strong and interpersonal skills, attention to detail, and the ability to maintain confidentiality and discretion at all times.

PRIMARY RESPONSIBILITIES:

• Greet and welcome VIP customers and their guests upon arrival, or at the airport (when is requested), assisting them with hotel check-ins and providing personalized service throughout their visit.
• Monitors and identifies the VIP customers and their guests’ requests whether during gaming or other.
• Monitors customer requirements and communicating customer movements to Supervisors and Managers.
• Offers to help accordingly, such as restaurant bookings, hotel reservation, transportation arrangements etc.
• Ensures that VIP rooms are clean, inspected and equipped with the requested amenities prior customers’ arrival. Ensures that gaming areas (Platinum and High Limit) are organized, clean, and in a welcoming condition, working closely with the housekeeping to achieve these standards.  
• Assists the VIP areas bar staff to provide responsible service of alcohol.
• Ensures that all room reservations are correct and ready, updates the daily arrivals and departure of VIP customers and its guests.
• Handles customer inquiries, concerns and complaints in a professional and efficient manner, escalating them to the Supervisor when required to ensure prompt resolution.
• Coordinates with other departments, including Gaming, F&B, Front Office etc., to ensure VIP customers receive priority service and special amenities.
• Encourages customers to utilize their membership cards to ensure accurate ratings and assists gaming staff with player identification and programme information.
• Prepares and processes all documents and information for settling out selected customers' room charges prior to their departure.
• Assists potential VIP customers in registration as VIP members.
• Takes responsibility for their work area and "ownership" of VIP customer basic problems until they are resolved or referred to the Supervisor for guidance if deem necessary.
• Ensures that only selected members are allowed to access the VIP areas.
• Translation from Chinese as and when requested.
• From time to time, management may change certain tasks based on synergies due to business requirements and operational changes.

KEY PERFORMANCE INDICATORS:

• Customer satisfaction score
• Response time for VIP customers’ requests and inquires
• Issue resolution time
• Service quality

QUALIFICATIONS:

Experience

• Prior Customer Service, Sales/Hospitality experience or in the Casino Industry preferred
• Guest Relations

Education

• High school / College degree or equivalent professional training

Skills / Competencies

• Computer literate (Microsoft Office, Excel)
• Excellent command of English and Chinese
• Other foreign language skills will be an advantage

PERSONAL COMPETENCIES:

• Achieves agreed objectives and accepts accountability for results
• Excellent grooming, hygiene and presentation
• Good knowledge of complex and operating environment and facilities
• Excellent knowledge of products, services, and organizational structure of the company
• Displays a high commitment to delivering results
• Excellent organizational and time management skills
• Communicates effectively
• Ability to multitask, work under pressure and prioritize in a fast-paced environment
• Willing to work a 24/7 rotation schedule including night shifts, weekends and national holidays
• Open to travel based on operational demand
• Displays the highest level of integrity
• Ability to maintain discretion
• Approachable