Host, Premium Services

Hammerjack Pty Ltd; Philippines; On-site; PHP 400,000 - 700,000; Full time

Job summary

Hammerjack Pty Ltd is seeking an enthusiastic VIP Guest Relations Host to ensure premium service on the gaming floor. You will actively engage VIP guests, identify high-value patrons, and coordinate personalized experiences to boost satisfaction and retention.

Role requires excellent English communication, strong interpersonal skills, and the ability to manage reservations and events in a fast-paced casino environment. Fluency in Filipino is a plus and shift work is expected.

Qualifications

• Excellent customer service skills.
• Strong interpersonal skills.
• Ability to work staggered shifts, weekends and holidays.
• Strong computer skills.
• Proficiency in English and Filipino.
• Outgoing personality with a proactive attitude.

Responsibilities

• Meet VIP guest needs on the gaming floor and handle requests.
• Identify regular and potential customers to encourage repeat visits.
• Build relationships with customers to support acquisition, growth, and retention.
• Anticipate customer needs and resolve issues promptly.
• Identify valuable customers and ensure excellent service delivery.
• Report incidents to Premium Services Shift Manager.
• Maintain confidentiality of company files and documents.
• Follow company policies and procedures in all interactions.
• Report suspicious 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

Customer service

Interpersonal skills

Shift work

Computer skills

English proficiency

Filipino

Outgoing personality

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.

Requirements

• Excellent customer service skills.
• Strong interpersonal skills.
• Ability to work staggered shifts, weekends, and holidays.
• Strong computer skills.
• Effective written and verbal communication skills in English.
• Proficiency in Filipino and English.
• Outgoing personality with a proactive attitude.