Palazzo Club

OVERVIEW OF POSITION

The Assistant Host Manager is the second most senior officer for the Host Marketing, reporting directly to the Host Manager. The Assistant Host Manager is responsible for the achievement of business objectives through the deployment of staff resources and the general management. Incumbents, allocated with specific portfolios, will be required to prepare such reports as may be requested by the Host Manager and will advise on the effectiveness of policies, operations and new programs.

Daily Major Responsibilities

• Responsible for making sure staff welcome guests when they arrive and treat one in a courteous and pleasant manner.

• Responsible for controlling labor on duty through proper forecasting and scheduling of staff. Adjusts daily work based upon business needs.

• Assists in staff selection, training, recognition, separation of employment and other human resources related issues.

• Completes understanding and adhering to the disciplinary policies including but not limited to coach and counsel staff and the use of the progressive discipline to modify performance.

• Enthusiastically supports, actively promotes and demonstrates superior customer service in accordance with department and company standards and programs.

• Effective communicator to ensure that consistent, accurate and timely information is provided to all shifts.

• Effectively handles customer concerns and requests.

• Addresses and manages complaints, grievances or concerns from employees.

• Utilizes effective communication tools to ensure that consistent, accurate and timely information is provided through the shifts.

• Ensures that staff behavior and appearance are in compliance with established standards.

• Maintains a professional work environment between managers and staff. Maintains harmony among staff and resolves grievances.

• Maintains complete confidentiality of all company information at all times.

• Participates in meetings and training as required.

• Performs all job duties in a safe and responsible manner.

• Performs other duties as may be assigned by department and/or company management.

• Monitor activities of all employees in the Club Desk making sure they adhere to the guidelines in the Grooming Standards, employee handbook and club policies and procedure.

• Implement and manage benefits and birthday gifts of VIP.

• Comply all applicable rules, regulations, laws, and policies with highest levels of integrity and honesty.

• Identify/ improve/ track of existing products/services and/or progress on new initiatives.

• Resolve and handle customer’s issues and complaints in a professional, efficient and courteous manner.

• Knowledge and be able to explain games regulations, marketing promotions and programs.

• Provide approval complimentary service/ convey Membership Card/Tier program and qualification requirements to patrons/ prospective gaming guests.

• Supervises the Club Desk, Reservation and Driver team including continuing training, coaching, counseling, and performance rewards; conducts timely performance reviews, completes relevant paperwork, and stores employee files and papers in a safe office.

• Manage the Reservation team to ensure they maintain high-quality customer service standards to internal and external with daily tasks on booking hotels, restaurants, spas, flights, in terms of reserving the booking for our customers.

• Manage the Drivers team to ensure they maintain high-quality customer service standards to internal and external

• Ensure hygiene at workplace and public areas.

• Other task as required

• 2. Allowance, incentives and tip
• 3. Health Premium & Accident Insurance 24/7; Social; Health and Unemployment Insurance according to the Vietnamese Labor Law. 
• 4. Holiday, Birthday, Married,...
• 5. Outing trip, Staff party
• 6. Annual heath check
• 7. Trade union
• 8. Others benefits (Parking, Meal, Uniform,...)

QUALIFICATION REQUIREMENTS:

• Bachelor’s degree from college or university; and a minimum of 3-5 years’ experience in a management position; or equivalent combination of education and experience.

• Excellent in customer services skills: deal with complaints, problem solving, disturbances, special requests and any other issues that may be raised.

• Excellent communication skills both written and oral. Ability to: read, analyze, interpret and comprehend technical procedures, government regulations, business periodicals, instructions, and correspondence/memos; write reports, business correspondence and procedure manuals; effectively present information and respond to questions from groups of managers or staff, customers and the general public.

• Ability to accurately calculate figures and amounts and perform mathematical functions applicable to business needs.

• Ability to define problems, collect data, establish facts and draw valid conclusions.

• Ability to interpret a variety of technical and mathematical formulas.

• Ability to interpret and follow through on a variety of instructions furnished in written, oral, diagram or schedule form,

• Management experience in Club Desk and thorough knowledge of all casino games and casino operations to include electronic table games.

• Knowledge of database software.

• Be the specialist in the player tracking system

• Results oriented, hands-on professional with the ability to interact effectively with the public, staff and colleagues.

• Must have the ability to resolve problems and conflicts in a diplomatic and tactful manner.

• Must demonstrate leadership and fairness in dealing with customers and employees; and, possess the ability to instill a sense of pride and personal responsibility in staff.

• Flexible to work all shifts including holidays, nights, weekend hours and overtime as business needs dictate.