Senior Host, Resorts & Loyalty Marketing

Melco Resorts & Entertainment Limited; Manila; On-site; PHP 350,000 - 550,000; Full time

Job summary

Melco Resorts & Entertainment Limited in Manila is seeking a Senior Host for Resorts & Loyalty Marketing to recruit players to the loyalty program and manage membership transactions, while delivering courteous, professional service to guests across on-floor and airport interactions.

You will greet Elite guests, coordinate with multiple departments, adapt to flexible hours including weekends and holidays, and uphold strict confidentiality of guest information, contributing to guest satisfaction

Qualifications

• One year or more relevant experience in customer service or related is preferred.
• Fluent in spoken English; knowledge of other languages is an advantage.
• Appropriate tertiary education.

Responsibilities

• Station at Melco Club counters and greet customers to provide proactive service.
• Recruit and register players to the loyalty program of City of Dreams Manila.
• Promote the loyalty program by informing guests of benefits and facilities.
• Assist guests with gaming machines and inquiries; communicate feedback to Management.
• Process membership transactions and handle complaints professionally.
• Execute gaming promotional activities and maintain confidentiality of guest information.
• Interact with guests during arrival/departure at airports and designated areas.

Skills

Customer service

English fluency

On-floor recruitment

Guest relations

Education

Tertiary education

Job description

REQ14942 Senior Host, Resorts & Loyalty Marketing (Open)

POSITION SUMMARY: The Senior Host, Resorts & Loyalty Marketing is accountable for the recruitment of players to the loyalty program through on floor recruitment and assists with performing membership related transactions at Melco Club. Senior Host, Resorts & Loyalty Marketing also assists in the airport operations by providing courteous, professional, efficient, and flexible service consistent with the Company’s standards to maximize guest satisfaction. They also are responsible for ensuring a high level of service by greeting guests and presenting a professional first impression.

PRIMARY RESPONSIBILITIES:

• 1. Station at designated Melco Club counters, promotional points and always maintain excellent service and contribute to guest satisfaction by displaying the highest quality service and friendliness, by greeting all customers and provide pro-active service by anticipating and meeting their needs.
• 2. Recruit and register players to the loyalty program of City of Dreams Manila through walk-in or on-floor direct recruitment.
• 3. Promote the loyalty program by informing guests of the benefits and facilities associated.
• 4. Assist guests with all gaming machines, table games, gaming inquiries and communicate guest feedback to Management.
• 5. Handle membership related transactions, customers’ complaints, and enquiries professionally.
• 6. Execute gaming promotional activities.
• 7. Always maintains strict confidentiality of customer information.
• 8. Performs positive interaction upon meet and greet at airports/designated areas with guests during arrival and departure.
• 9. Ensures accurate, smooth, and efficient service in meeting and sending off Elite guests.
• 10. Coordinates with other departments within and outside City of Dreams Manila for the preparation of required arrangements for Elite guests.
• 11. Informs the transportation department of any delay, amendments, or cancellation on flight arrival/departure from the original scheduled timing
• 12. Coordinates and liaises with the transportation department for all the guest’s arrival and departures arrangements.
• 13. Must work independently and unsupervised with the ability to follow-up as required.
• 14. Ability to work flexible hours including weekends, evenings, overnight, and public holidays.
• 15. Performs all duties and tasks in the assigned place of work based on the duty roster, note that the standards can change based on trends, guest expectations, and operational needs and philosophies.
• 16. Performs other tasks and/or fulfill responsibilities that may be assigned by management and/or immediate superior as the business operations required.

QUALIFICATIONS:

• I. Experience One year or more relevant experience in customer service or related is preferred
• II. Education Appropriate tertiary education
• III. Skills / Competencies Fluent in spoken English; knowledge of other languages is an advantage.
• IV. Others
  • 1. Proven excellent customer service skills, energetic and enthusiastic
  • 2. Willing to work on a shifting schedule
  • 3. Flexible and accommodating, as the role may require extra hours out of normal work hours

Melco Resorts & Entertainment Limited (“Melco”) is a developer, owner and operator of casino gaming and entertainment casino resort facilities in Asia. Through the implementation of innovative products and services and by working hand-in-hand with globally renowned brands, Melco intends to offer the best entertainment experience that aims to appeal to a broad spectrum of customers and thereby become the leader of gaming industry in the region. In this endeavor, we have a number of projects currently underway or planned.