Deliver internal and external guest service the
by ensuring every interaction includes our Six Core Service Standards
(Look Sharp, smile & greet the guest. Be friendly, polite & use courteous language. Provide especially timely & knowledgeable service;
and then some!
Always find solutions to guests’ problems. Use the guest’s name when appropriate. Thank the guest and invite him or her back.).
Responsible for maintaining close ties with targeted guests through personal contact on property. This responsibility would generally consume about 75% of work time.
Arranges accommodations and amenities (i.e., shows, hotel, restaurant and transportation).
Handles and resolves player problems.
Responsible for maintaining goodwill with all guests.
Ensures guests are aware of events and supports execution through attendance and follow-up.
Provides complimentaries according to established guidelines and sound business practices.
Complies with state and local regulatory requirements.
Builds relationships with target players through CIS and SFMS systems.
Leverages property amenities/programs to targeted players.
Utilizes the casino computer systems for the purpose of tracking complimentary items to qualified guests based on comping guidelines.
Uses proactive discretionary
comping to encourage repeat patronage.
Collaborates with work-group and all support departments to ensure player satisfaction.
Works with team members to achieve common goals.
Responsible for itinerary fulfillment and making sure guest satisfaction is a priority.
Maintains high standards of courtesy, professionalism and discretion in all communications to, about, or with customers including their arrangements and finances.
Maintains confidentially of all players accounts.
Maintains security and confidentiality of files record and lists.
Ability to communicate in any or all of the following languages: Chinese, Vietnamese, Korean, Mandarin
Ability to think independently in making decisions to maximize customer service experience and program profitability.
Ability to effectively manage time and perform multiple tasks simultaneously.
Must have a systematic and process oriented mindset to ensure seamless end-to-end customer experiences.
Excellent interpersonal skills required.
Must have excellent oral and written communication skills.
Must be able to listen and respond to visual and aural cues.
These skills and abilities are typically acquired through completion of a high school diploma or equivalent in addition to one to three years progressive casino, marketing or sales related experience,
or an equivalent combination of training, education and experience which demonstrates the ability to perform the duties of the position.