I. BASIC PURPOSE / JOB BRIEF:

The Host – Player Development is responsible for performing extraordinary service experience to VIP Player from Japan Region and also acts as single information point to assist  Japan VIP Player in conveying and solving any VIP Player complaints, concerns and inquiries.

II. MAJOR RESPONSIBILITIES AND DUTIES:

• Hits sales targets and KPIs assigned by management.
• Facilitates the enrollment process for new members endorsed by the Business Development team.
• Deals with the HVP Patron database's management and applies updates with the most recent data to keep a complete and current database.
• Assists casino guests with RC membership. Precisely process transactions in HALo (House Advantage Loyalty System), including but not limited to membership sign-ups, redemptions, and complimentary issuances to HVP patrons.
• Coordinates closely with the Business Development team to develop and grow Japanese potential and HVP patrons assigned by region and market segment.
• Builds rapport with Japanese HVP patrons by contacting them and making special arrangements during their special occasions.
• Acts as the main point of contact for casino guests, addressing their concerns, inquiries, and requests in a timely and professional manner.
• Conducts telemarketing to new, inactive, and potential Japanese patrons, including cold calls.
• Processes reactivations and ensure that patrons' profiles, including guest preferences, are up to date.
• Assists in making any service arrangements, including but not limited to Private Jet (meet & greet), transportation, rooms, salon, machine/table reservations, restaurant, and SPARK reservations
• Assists in the issuance of complimentary items (gifts, transportation, food and beverage, and/or rooms) while adhering to the room and complimentary approver and allowable transaction amount matrix
• Invites and assists HVPs during VIP promotions and events. Participates in responsibilities related to registration, accurate redemption, supervision, and other necessary actions that are critical to each VIP promotion's success and seamless running in order to support the continuing promotions execution
• Upsells company products and offerings i.e. entertainment, restaurants, etc.
• Identifies premium players and attract them to play in VIP Areas (Maharlika, Perlas, High Limit, and Okada Club)

Other Responsibilities:

• Delivers personalized and exceptional customer experiences while upholding the management's established high standards resulting to comfortable and hassle free stay or visit in the property particularly the VIP gaming floor
• Follows Okada Manila’s policies and procedures as well as those outlined by the management. This includes, but is not limited to, Casual Junket and Junket Programs
• Coordinating among different departments to guarantee the smooth and unified delivery of service to our HVP Patrons
• Consistently meets and exceeds the predetermined targets and quotas set by the management
• Communicate and translates to foreign speaking Okada Manila patrons
• Assist other divisions with translation requirements for forms and interviews with patrons
• Performs additional duties and responsibilities as prescribed by the management
• Upsell company products and offerings i.e. entertainment, restaurants, etc.
• Consistently follows Okada Manila’s policies and procedures as well as those outlined by the management. This includes but not limited to Casual Junket, Junket Programs.
• Coordinating among different departments to guarantee the smooth and unified delivery of service to our HVP Patrons.
• Consistently meets and exceeds the predetermined targets and quotas set by the management.
• Assist other divisions with translation requirements for forms and interviews with patrons.
• Performance of additional duties and responsibilities as prescribed by the management.

III. JOB SPECIFICATIONS:

Educational Requirement:

•    At least High School graduate 
•    University/College diploma in Hospitality, Marketing or Business Administration is an advantage

Experience Requirement:

• At least 1 year experience in the customer service industry
• Experience in the gaming industry is an advantage

Skills and Attributes:

Technical Skills:

• Proficient in Microsoft Office Applications
• Knowledgeable with different applications and platforms, such as but not limited to: HALo, Kiosk, Marketing Media Server (MMS), Sugar - Customer Relation Management (CRM), G System, Fusionex, Opera and iTable/iGaming

Other Qualifications:

• Can work in flexible schedules
• Able to work outside the standard work week as business needs
• Possesses a strong command of the English and Japanese language, both written and oral
• Excellent interpersonal skills