Job Detail

  • Job ID 10642
  • Remote Job No
  • Academic Level High School or EquivalentDiploma

Job Description

Melco Resorts is looking to hire a Host, VIP Services.

Primary Responsibilities

  • Meets and Greet VIP patrons and its guests at the airport, gate arrivals, assisting them with hotel check-ins
  • Monitors and identifies the needs of our VIP patrons and its guests. Offers to help accordingly such as restaurants’ bookings, hotel reservation etc., ensuring that customer service meets with and / or exceeds guest expectation
  • Ensures that the gaming floor, private gaming salons and gaming tables and its surroundings remain clean and free from clutter, ready and comfortable for VIP patrons to use
  • Maintains a strong on-floor presence in the VIP Room and be familiar with all VIP patrons’ names and able to recognize them
  • Assists the VIP room bar staff to provide responsible Service of Alcohol
  • Ensures that all rooms reservations are in order on a daily basis, updates the daily arrivals and departure of VIP patrons and its guest
  • Encourages patrons to utilize their membership cards to ensure accurate ratings and assists gaming staff with players identifications and program information
  • Prepares and process all documents and information for settling out patrons’ room charges prior to their departure on a daily basis for players on standard program only
  • Assists VIP Executive Host/ VIP Service Managers with settlements for customers program
  • Monitors player requirements and communicating players movements to VIP Executive Host and/or VIP Service Managers
  • Assists new and walk-in VIP patrons in registering them as a VIP room member, printing VIP cards including junkets
  • Takes responsibility for their work area and “ownership” of VIP guest basic problems until they are resolved or refer it to VIP Executive Host for guidance if it deems complicated
  • Ensures that only members are allowed to access to the VIP room at all times
  • Refers any incidents or issues/customer complaints to VIP Executive Host immediately

 

Key Performance Indicators

  • Excellent knowledge of complex and operating environment and facilities.
  • Excellent knowledge of products, services, and organizational structure.
  • Able to build rapport with all customers – both external and internal
  • Maintains confidentiality and handles sensitive issues with discretion
  • Ability to work on flexible shift including overnight, weekends and holiday on rotation basis
  • Maintains the highest standard of professionalism, ethics, and attitude towards guests and colleagues
  • Ability to work overtime when needed
  • Excellent organizational and time management skills
  • Ability to multi-task and work under pressure

 

Experience

QUALIFICATIONS:

  • Prior Customer Service, Guest relations/Hospitality experience in the Casino Industry are preferred
  • Guest Relations

 

Education

  • High school / College degree or equivalent professional training

 

Skills / Competencies

  • Computer literate (Microsoft Office, Excel, PowerPoint)
  • Excellent command of English. Greek, Russian/ Spanish /French/Arabic/ Hebrew/ Chinese highly regarded
  • Foreign Language skills is an advantage

 

Personal Competencies

  • Achieves agreed objectives and accepts accountability for results
  • Excellent grooming, hygiene and presentation.
  • Is enthusiastic regardless of the repetitive nature of some tasks
  • Displays a high commitment to delivering results
  • Leads others to achieve business objectives
  • Communicates effectively
  • Willing to work a 24/7 rotation schedule including night shifts, weekends and national holidays
  • Willing to travel based on operational demand
  • Displays the highest level of integrity
  • Ability to maintain discretion
  • Self-motivated
  • Approachable
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