Executive, Resorts Services (Hong Kong)

 

REQ8965 Executive, Resorts Services (Hong Kong) (Open)

POSITION SUMMARY:

The Executive, Resorts Services (Hong Kong) is responsible to operate the HK Shun Tak office including any on floor assistance to Melco VIP(s), Li Ying members and Melco Club member. Act as a front-line service representative on behalf of City of Dream, Altira and Studio City to ensuring a high standard of guest relations is provided to all patrons and VIPs in accordance with established service standards. All dealings with both external and internal customers must be efficient, effective and professional at all times. The Executive will assist to organise marketing trips for the Casino patrons and participate in events and promotions for Melco.

PRIMARY RESPONSIBILITIES:

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  Melco customers included Melco VIPs, Li Ying patrons and Melco Club patrons
• Retain and increase loyalty by serving as a personal contact to the Melco customers and ensure excellent customer service is delivered
• Maintain the latest information regarding VIP customer programmes, VIP customer loyalty programmes, Melco club promotion & event and other mass casino promotions to the Melco customers
• Liaison with VIP Services Team, Resorts Marketing team & Resorts Services team to facilitate and ensure a remarkable visit for the Melco customers
• Arranged hotel bookings and responsible for transportation arrangements for Melco customers
• Transportation arrangement included issuance of Melco helicopter, ferry, sky shuttle, inhouse limo and outsource limo
• Assist and escort Melco customers onboard the transportation arrangement
• Arrangement and issue on in-house entertainment tickets
• Selling in-house entertainment tickets for walk-in guests (Accept VISA card only & no any discount provided)
• Explain and assist with VIP customer programmes
• Received & bank-in cheque for VIP guests
• Meet and Greet Melco customers when needed
• Provided information to walk-in guests’ enquires
• Perform tours and be familiarised with all Altira Macau, City of Dream & Studio City facilities and restaurants. This also includes tours for our business partners and their associates
• Possess alertness of all Altira Macau, City of Dreams & Studio City events and other events happening around Macau
• Any other administrative job function or project as assigned by the Resorts Services Assistant Director and above
• To comply with all relevant laws, rules and regulations and departmental under Melco policies & procedures

KEY PERFORMANCE INDICATORS:

1. 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

2. Marketing

Utilise every customer contact as an opportunity to market of Altira Macau, City of Dreams & Studio City, gain feedback on events and initiatives, and identify possible competitive threats

• Ensure delivery of excellent and exceptional customer service in accordance with Altira Macau, City of Dreams & Studio City service standards.
• Provide drive for return visitation of Melco customers based on customers’ experience.

3. Compliance

Ensure that Altira Macau, City of Dreams & Studio City meet its regulatory obligations through demonstrating personal awareness of all relevant legislation and managing employee compliance with all Altira Macau, City of Dreams & Studio City policies and procedures.

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

4. 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 Altira Macau, City of Dreams & Studio City.

• Knowledge of Foreign Currency Exchange
• Manage costs associated with complimentary

QUALIFICATIONS:

Experience

• Experience in Casino Hosting role is essential
• Experience in customer service is required

Education

• College graduates and above are preferred
• Proficient in Microsoft Office programs
• Proficient in English, Cantonese and Putonghua

Skills / Competencies

Knowledge of:

• Altira Macau, City of Dreams & Studio City complex and operating environment
• Asian Culture
• Altira Macau, City of Dreams & Studio City products, services and organisational structure
• Electronic and paper based filing systems
• Computer packages including Microsoft Office, Excel and electronic mail

Skills:

• 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

Personal Characteristics:

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

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