BASIC PURPOSE / JOB BRIEF:
This role is responsible for performing extraordinary service experience to VIP Player from Japan Region and also acts as single information point to assist Japan VIP Player in conveying and solving any VIP Player complaints, concerns and inquiries.
MAJOR RESPONSIBILITIES AND DUTIES:
Provides seamless customer service and ensure guest satisfaction at all times.
Ensures that patron's requests on transportation, F&B, room accommodation etc. are properly communicated within internal team members and ensure all transactions are properly executed according to Company standards.
Maintains professional working relationship with the patrons.
Ensures sufficient marketing supplies for daily operations and maintains an updated inventory.
Maintains patrons data base and ensures guest preference are kept updated for ease of reference.
Acquires potential players to visit and play at the casino and ensures that players are well taken cared of.
Handles guest complaints, responds and/or escalates guest concerns in a timely manner.
Coordinate with Japan office for arrival, hotel room set up, send-off, and other special requirement or request.
Identifies and greets regular patrons in their language, proactively establishes rapport, anticipates their needs, and promptly addresses their concerns and inquiries.
Walk and roam around the assigned gaming area to check and attend to patron's needs.III
JOB SPECIFICATIONS:
Educational Requirement:
University/College diploma in Hospitality, Marketing or Business Administration is an advantage
Experience Requirements:
Alteast 6 months background in providing customer service
Preferably in Gaming industry or related field
Experience in Sales and Marketing is an advantage
Skills and Attributes:
Leadership Skills:
Good command of verbal Japanese language
Technical Skills:
Proficient in MS Office applications:
Word, Excel & PowerPoint
Other Qualifications:
Good command of the English language both written and verbal.
Good interpersonal skills and can adapt in a fast paced dynamic environment.
Must be a Japanese native speaker proficient in reading and writing
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