Host, Premium Services

solaireresort; Quezon City; On-site; PHP 220,000 - 360,000; Full time

Job summary

Solaire Resort in Manila is seeking a VIP Guest Services Officer to ensure premier service on the gaming floor, welcome regular and new guests, and support acquisition, growth, and retention.

You will build relationships, anticipate needs, handle issues promptly, and coordinate reservations and perks such as F&B vouchers or hotel stays, while communicating effectively in English and Filipino.

Qualifications

• 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.

Responsibilities

• Meet VIP guest needs on the gaming floor and ensure high standards of service.
• Identify regular and potential customers and provide excellent service to encourage repeat visits.
• Build relationships with customers to support acquisition, growth, and retention.
• Anticipate customer needs and resolve issues promptly.
• 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

Customer service

Interpersonal skills

Shift work

Computer skills

English communication

Bilingual Filipino/English

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.