Customer Relatnship Manager, Premium Services

Solaireresort; Parañaque; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Solaireresort in Metro Manila is seeking an experienced Customer Service Supervisor to lead the guest relations team in our casino environment. You will ensure high standards of service, anticipate guests' needs, and coordinate with departments to drive marketing promotions and visitation.

Applicants should have a Bachelor's degree and 3–5 years of supervisory experience in casino settings, with strong leadership and CRM skills to manage guest interactions and outcomes.

Qualifications

• Bachelor’s degree in a relevant area (e.g., business administration).
• 3–5 years of experience in a supervisor or managerial role in casino operations preferred.

Responsibilities

• Assist coded patrons and provide high standard of customer service to generate repeat visitation.
• Anticipate needs to ensure maximum guest satisfaction.
• Strategize to maintain and grow the guest book of business.
• Coordinate bookings and upcoming guest trips.
• Record interactions and preferences in the Player 360 system.

Skills

Customer service

Team leadership

Sales & promotions

Booking management

CRM systems (Player 360)

Education

Bachelor's degree in business administration or related field

Tools

Player 360 system

Job description

• State/Province NCR
• Country Philippines

Job Description

• Assist coded patrons and provide a high standard of customer service in order to generate repeat visitation.
  
• Anticipate customers' needs and concerns to ensure maximum guest satisfaction.
  
• Strategize and plan in order to maintain and grow their book of business.
  
• Help prepare and make arrangements/bookings for upcoming guest trips.
  
• Record and update Player 360 system with all guests' interactions and preferences.
  
• Responsible for establishing criteria for various customer levels and providing complimentary packages.
  
• Maintains policies and procedures that ensure guest complimentaries are issued in accordance with the casino’s guidelines and system of internal controls.
  
• Cross-sell and promote all marketing related initiatives (offers, events, promotions) to drive incremental revenue and visitation.
  
• Ensure that all coded patrons receive personal attention, recognition and quality service.
  
• Supports in planning for the expansion of the targeted casino customer base.
  
• Communicates, both orally and in writing, to current, new, and past guests in terms of answering questions, extending invitations and resolving any related disputes.
  
• Works with different departments to cater to the needs to the guests.
  
• Communicates with all departments ensuring an optimal level of guest service, satisfaction, and accuracy is provided and maintained throughout the property and in the coordination of marketing events.
  

Requirements

• A Bachelor’s degree in a relevant area, such as business administration and management.
  
• 3-5 years of experience in Supervisor or Managerial level preferably in Casino Industry.