Host, Premium Services

Bloomberry Resorts and Hotels Inc.; Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

Bloomberry Resorts and Hotels Inc. seeks a VIP Guest Relations specialist to deliver premium service to high-value guests on the gaming floor. You will identify regular customers, nurture relationships, and anticipate needs to drive repeat visits.

You will manage reservations for dining and spa, coordinate events, and capture guest preferences in the Player 360 system while upholding confidentiality and hotel policies.

Qualifications

• VIP guest service experience is required.
• Strong relationship-building and communication skills.
• Ability to coordinate events and promotions.
• Attention to confidentiality and discretion.

Responsibilities

• Ensure VIP guest needs on the gaming floor are met and handled properly.
• Identify regular and potential customers and provide high standards of customer service to encourage repeat visits.
• Build strong relationships with customers to support acquisition, growth, and retention.
• Anticipate customer needs and resolve issues immediately.
• Identify valuable customers on the gaming floor and ensure excellent service delivery.
• Report incidents to the Premium Services Shift Manager.
• Maintain confidentiality of company files and documents.
• Follow company policies and procedures in all customer interactions.
• Report suspicious or unusual activities and transactions promptly.
• Offer complimentary F&B vouchers, room stays, limousine services, and other perks based on gaming activity.
• Assist VIP guests with table, slots, and salon reservations.
• Prepare and update player arrivals and departures, hotel reservations, airport pickups, and send-offs.
• Record and update guest interactions and preferences in the Player 360 system.
• Invite and encourage players to participate in promotions, events, tournaments, and offers.
• Gather customer feedback to support the development of events, programs, promotions, and incentives.
• Assist in the execution of events and promotions.

Skills

VIP guest service

Relationship building

Problem solving

Communication skills

Event coordination

Tools

Player 360 system

Job description

Essential Duties and Responsibilities

• Ensure VIP guest needs on the gaming floor are met and handled properly.
• Identify regular and potential customers and provide high standards of customer service to encourage repeat visits.
• Build strong relationships with customers to support acquisition, growth, and retention.
• Anticipate customer needs and resolve issues immediately.
• Identify valuable customers on the gaming floor and ensure excellent service delivery.
• Report incidents to the Premium Services Shift Manager.
• Maintain confidentiality of company files and documents.
• Follow company policies and procedures in all customer interactions.
• Report suspicious or unusual activities and transactions promptly.
• Offer complimentary F&B vouchers, room stays, limousine services, and other perks based on gaming activity.
• Assist VIP guests with table, slots, and salon reservations.
• Prepare and update player arrivals and departures, hotel reservations, airport pickups, and send-offs.
• Record and update guest interactions and preferences in the Player 360 system.
• Invite and encourage players to participate in promotions, events, tournaments, and offers.
• Gather customer feedback to support the development of events, programs, promotions, and incentives.
• Assist in the execution of events and promotions.