I. BASIC PURPOSE / JOB BRIEF:

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

II. MAJOR RESPONSIBILITIES AND DUTIES:

• Facilitate the enrollment process for new members endorsed by the Premium Marketing Business Development team.
• Precisely process transactions in HALo (House Advantage Loyalty System), including but not limited to membership sign-ups and complimentary issuances to patrons.
• 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.
• Coordinate patrons' requests for complimentary transportation, hotel, F&B, or other complimentary services.
• Recognize leading local players and develop an in-depth understanding of their preferences and gaming habits.
• Strengthen and nurture connections with high-value local casino players through consistent communication and personalized interactions.
• Deliver a personalized customer service experience to patrons, ensuring their comfort and seamless visit or stay at the property.
• Keep himself/herself updated on the latest products, services, promotions, and events. Educate the benefits and privileges to our patrons.
• Address patron inquiries and concerns that require the attention of the Host of Premium Marketing Player Development.
• Effectively communicate with both internal and external customers, demonstrating respect in all interactions.
• Adhere to the Company's Standard Operating Procedures and uphold the Service Standards implemented by the department at all times.
• 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 gaming industry is an advantage
• Preferably with experience in service industry but not required

Skills and Attributes:

• Good presentation and communication skills, both oral and written
• Excellent interpersonal skills
• With pleasing personality, well groom, and professional demeanor
• Good organizational skills
• Read, write, and speak English
• Can read, write and speak Mandarin, Japanese, Korea and/or any other language is an advantage.

Other Qualifications:

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