Palazzo Club

Overview of Position

Promotes guest relations, which include providing services to customer on Mass floor who have not yet been assigned MA but they are potential customer.

Duty and Responsibilities:

 On Floor:

• The Customer Service Ambassador is responsible for providing excellent customer service to all customers and representing Palazzo Club in a positive and professional manner. Ambassador will be a brand representative, who creates a welcoming environment and a personal touch to each customer’s experience.

• Manage the Palazzo Club Desk’s counters and assist with Palazzo Membership enrollment.

• Provide excellent and delightful service to all potential Palazzo guests and assist them with their needs and requests.

• Attending daily briefing to ensure valuable information and updates are shared among team members, including updated property information.

• Answers all inquiries concerning the Tier program and explains Tier Program benefits.

• Meets and greets players on the Palazzo Club floor, at special events and promotions.

• Provide additional support to Transportation team at the airport to enhance the guest welcome experience, providing a sense of luxury and importance to each guest.

• Responsible for identify and attract potential new customers for development of high-end customers.

• Responsible to handle all requests, complains and concerns of customer.

• Initiates phone contact with premium patrons to drive trips.

• Reconciles all comps outside of point redemption.

• Maintains a detailed record of each customer’s account.

• Handles all room, spa, transportation, flight reservation request from customers.

• Handles customers retention and reactivation.

• Welcomes guests, provides exceptional customer service, encourages guests to enroll guests in the Membership/Tier Program.

• Arranges for special services related to top tier players.

 Another Task:

• Telemarketing:

- Daily call customer based on the provided list from CRM (member draw, event, promotion, rebate, missing customer.

- Blast SMS for free play expiration, birthday promotion and another designed promotion.

- Internal conduct checking customer services from Palazzo service (BD’s Service, Operation’s Service, Floor environment).

- Conduct telemarketing program by quarterly based on the provided list from CRM.

- Performs other duties as assigned.

REQUIREMENTS/EDUCATION

• Ability to work independently.

• Ability to handle phone call from guests and company during on duty period.

• Ability to walk and stand for long periods of time.

• Must maintain good personal grooming habits and carry self in a professional business manner.

• Bachelor’s Degree in Business or Marketing or equivalent combination of secondary education and experience preferred.

• Must have previous experience in a Casino/Hotel environment with strong knowledge of hospitality and service standards.

• Must be able to solve problems and deal with a variety of situations.

• Must have knowledge of Windows based programs such as Word, Excel, and Outlook.

• Must possess excellent written and oral communication skills.

• Must present an overall professional appearance.

• Must be able to work a flexible schedule, including weekends, holidays and nights as needed.

• Must be able to read, write, and speak fluent English and preferably with other language such as Mandarin, Korean, Japanese, etc.. will be additional plus point.

• Competitive compensation package
• Monthly allowances
• Social Insurance; Health and Unemployment Insurance
• Private Healthcare Insurance
• Bonus and gifts for holidays, birthdays, weddings, and more
• 13th-month salary
• Annual company performance bonuses
• Exciting outing trip, team building trip, year-end party,…..
• Annual Health check
• Other benefits (free parking; meals; uniform;...)

• Bachelor’s Degree in Business or Marketing or equivalent combination of secondary education and experience preferred.

• Must have at least 2 years of experience in a Casino/Hotel environment with strong knowledge of hospitality and service standards or a similar role within the Business Development or Hospitality industry.

• Be a strategic, analytical, ethical, and effective motivator.

• Must be able to read, write, and speak fluent English and preferably with other language such as Mandarin, Korean, Japanese, etc.. will be additional plus point

• Excellent communication, negotiation and interpersonal skills.

• Strong analyze and interpret departmental demands and results

• Strong understanding of the gaming industry.

• Strong solve and handle complex problems.

• Customer-oriented mindset with a passion for delivering excellent service.

• Ability to work independently, handle multiple tasks, and meet deadlines.

• Possesses strong leadership skills and self-confidence.

• Perform assigned duties under frequent time pressures in an interruptive environment.

• Knowledge and experience player tracking systems.

• Be flexible in shift working and time schedules as needed.

• Knowledge of credit process and procedures

• Knowledge local laws, codes, and regulations.

• Knowledge of Microsoft Office