Host, Casino Services

REQ15183 Host, Casino Services (Open)

POSITION SUMMARY:

The Host, Casino Services provides exceptional customer service while supporting the Casino Marketing and Outbound Sales teams. This front-line role engages Mass Market customers on the casino floor, acting as a customer ambassador by promoting loyalty programs, providing information on current promotions and services, and supporting customer acquisition and engagement initiatives.

PRIMARY RESPONSIBILITIES:

Customer Engagement & Registration

- Actively assist with Melco Club Registrations using on-floor technology and equipment.

- Identify and engage new customers entering the casino floor, in line with the Casino Marketing guidelines.

- Promote existing and new offers, services, and promotions to drive customer engagement.

- Guide customers on how to participate in promotions, tournaments and other activities.

- Communicate effectively with customers to explain benefits, offers and qualifying criteria. Customer Recognition & Rewards

- Supports the processing of complimentary items in accordance with approved procedures and authorization levels.

- Liaise directly with OBS (Outbound Sales) department regarding criteria, thresholds, occupancy levels, and assisting in OBS reservations.

- Consolidate customer information by collating gaming results and tracking status according to Casino Services criteria.

- Liaise with Business Development/ VIP Services when high-value members are identified. Operations & Documentation

- Fulfill daily documentation and report accurately in accordance with operations guidelines.

- Support casino floor activations team, when required.

- Participate in team briefings, service updates, and on-floor activations.

- Liaises with Gaming and Compliance departments regarding client profile requirements and comps settlements. Collaboration & Problem Solving

- Actively collaborate with team members and other departments to deliver seamless customer service.

- Resolve customer concerns or conflict professionally and efficiently.

- From time to time, management may change certain tasks based on synergies due to business requirements and operational changes.

JOB REQUIREMENTS:

- Willing to work a 24/7 rotation schedule including night shifts, weekends and national holidays

- Flexible and accommodating as this may require extra hours out of working schedule

- Must be able to work indoors and be exposed to various environments such as, but not limited to noise, dust, cigarette smoke and fragrances

PERFORMANCE INDICATORS:

- Casino room booking conversion rate

- Events & promotions engagement rate

- New acquisitions to the Melco Club loyalty programme

QUALIFICATIONS:

Experience

- Minimum one-year relevant experience in customer service/sales field

- Experience in a customer service/sales or business development position. Education

- High School graduate

- College Degree in Marketing, Business Administration or any other related field will be considered as an advantage Skills / Competencies

- Computer literate

- Strong interpersonal skills with a customer – focused mindset

- Excellent communication skills and a proactive approach to service

- Negotiation and conflict management skills

- Excellent command of English, Greek and other languages (Hebrew, Arabic) highly regarded

PERSONAL COMPETENCIES:

- Dynamic and proactive approach to people and conflict situations

- Flexible and accommodating

- Receptive and versatile in adopting new approaches and practices to meet changing circumstances

- High adaptability to various assigned job tasks

- Ability to work under pressure, energetic and enthusiastic

- Possesses strong time management skills