I. BASIC PURPOSE / JOB BRIEF:

The Host - Player Development is responsible in providing a seamless customer service journey to our high-value patrons (HVP) during their stay or visit in our property.

II. MAJOR RESPONSIBILITIES AND DUTIES:

• Deals with the HVP Patron database's management and applies updates with the most recent data to keep a complete and current database.
• Assist 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.
• Work closely with the Business Development team to develop and grow foreign potential and HVP patrons assigned by region and market segment.
• Act as the main point of contact for casino guests, addressing their concerns, inquiries, and requests in a timely and professional manner.
• Conduct telemarketing to new, inactive, and potential foreign patrons, including cold calls. 
• Process reactivations and ensure that patrons' profiles, including guest preferences, are up to date.
• Identify premium players and attract them to play in VIP Areas (Maharlika, Perlas, High Limit, and Okada Club)
• Delivering 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
• Assist in making any service arrangements, including but not limited to Private Jet (meet & greet), transportation, rooms, salon, machine/table reservations, restaurant, and SPARK reservations
• 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:

• Minimum High School graduate with minimum 1 year of experience in the customer service industry
• Preferably University/College diploma in Hospitality, Marketing or Business Administration but not required

Experience Requirement:

• Experience in the gaming industry is an advantage
• Preferably with experience in service industry but not required
• Skills and Attributes
  • Possesses a strong command of the English language, both written and oral.
  • Excellent interpersonal skills
  • With pleasing personality, well groomed, and professional demeanor
  • Demonstrates good organizational skills
  • Able to read, write, and speak in English
  • Can read, write and speak Mandarin, Japanese, Korea and/or any other language is a requirement.

Other Qualifications:

• Can work in flexible schedules
• Able to work outside the standard work week as business needs