Host - Player Development (SEA Region)

Okada Manila; Metro Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

Okada Manila is seeking a Host - Player Development to deliver seamless customer service for our high-value patrons during their stay or visit. You will manage the HVP Patron database, assist with HALO membership, and coordinate with the Business Development team to grow foreign patrons by region.

You will serve as the main contact for casino guests, handle inquiries, and perform telemarketing to new and inactive patrons.

Qualifications

• Minimum High School graduate with 1 year in customer service.
• Hospitality/Marketing/Business Admin degree preferred but not required.
• Experience in gaming is an advantage.

Responsibilities

• Deals with HVP Patron database management and updates.
• Assist guests with HALO membership—sign-ups, redemptions, and issuances.
• Work with Business Development to grow foreign HVP patrons by region.
• Main contact for casino guests; address concerns and inquiries promptly.
• Telemarketing to new, inactive, and potential foreign patrons.
• Process reactivations and keep patron profiles up to date.
• Identify premium players and attract them to VIP areas.
• Deliver personalized customer experiences on the VIP gaming floor.
• Assist with service arrangements (private jet, transportation, rooms, salons, reservations).
• Upsell Okada Manila offerings (entertainment, restaurants).
• Coordinate across departments for unified service delivery.

Skills

English proficiency

Interpersonal skills

Professional demeanor

Organizational skills

Reading and writing English

Education

High School diploma

Hospitality/Marketing/Business Admin preferred

Job description

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

Other Responsibilities:

• 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:

• Able to work outside the standard work week as business needs