Host, Loyalty Services

2 weeks ago

COD Mediterranean Limassol, Cyprus Melco Resorts & Entertainment Full time €20,000 - €25,000 per year
REQ12348 Host, Loyalty Services - Limassol (Open)

POSITION SUMMARY:

The Host, Loyalty Services operates the Loyalty' club and casino promotion counters, including any on floor assistance to members or casino patrons. The Host, provides services to fulfill and support all Membership program maintenance, benefits, complimentary and other tasks as set by management. 

Acts as a front-line service representative on behalf of Cyprus Casinos and City of Dreams Mediterranean ensuring a high standard of guest relations is provided to all patrons in accordance with established service standards.

PRIMARY RESPONSIBILITIES:

  • Explains the benefits according to the Loyalty Program and criteria
  • Ensures a timely implementation of the Loyalty Program
  • Delivers immediate marketing related services to members and potential players via casino promotions, mass gaming floor and counter operations
  • Registers players to the COD Membership Loyalty Program and promotes benefits and offers
  • Executes casino promotions with tasks such as participation registration, on stage draws, MC to announce results, flyers distribution and prizes redemption as well as other tasks given by the superiors
  • Assesses and identifies clients and liaises with the VIP Executives assisting in allocating the appropriate endorsements of complimentary; hotel accommodations, food and beverages, services and miscellaneous items
  • Liaises with the Casino Services team in regard to members requests for transportation, hotel rooms, F&B, entertainment related arrangements in accordance with established standard operating procedures
  • Maintains a quick response time to all client's requests and ensures the Casino Services team has the correct information as a response to the inbound calls from members
  • Fulfills daily documentation and reports accurately in accordance to operations
  • Provides access control at High Limit Areas
  • Assists the VIP Executives and the Casino Services team with Promotional Chip Program and settlements procedures
  • Assists other department with the implementation of the AML procedure and ensures all documents are recorded and distributed in a timely manner
  • Liaises with all Departments to ensure the promised customer service and resolve conflict situations
  • Implements Responsible Gaming Procedure and ensures all information are logged by Casino Services
  • Takes ownership of customer dispute and involves the relevant Management to resolve the issue
  • Performs any other duty in the department if/ when the Superiors consider it necessary

QUALIFICATIONS:

Experience

  • One year or above relevant experience in customer services field

Education

  • Secondary-level education

Skills / Competencies

  • Computer literate
  • Excellent interpersonal and communication skills
  • Good command of Greek and English, Russian/ Arabic/ Hebrew/ Chinese highly regarded
  • Must be able to work indoors and be exposed to various environments such as, but not limited to noise, dust, cigarette smoke and fragrances
  • Must be able to tolerate second hand smoke

PERSONAL COMPETENCIES

  • Willing to work on shifts in a 24/7 operation
  • Flexible and accommodating
  • Receptive and versatile in adopting new approaches and practices to meet changing circumstances
  • High adaptability to various assigned job tasks
  • Ability to work under pressure, energetic and enthusiastic
  • Possesses strong time management skills
  • Must be able to work indoors and be exposed to various environments such as, but not limited to noise, dust, cigarette smoke and fragrances
  • Must be able to tolerate second hand smoke

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