Support International Marketing Team in hosting VIP Patrons & Casino guests.
Meet & greet, host & provide exceptional customer service to VIP Guests.
Arrange hotel, transportation, F&B and golf reservations when needed.
Assist with hotel room check-in/out during VIP guest arrival & departure.
Provides guest assistance with Casino membership enrollment and account maintenance, ensuring that all information is accurate and updated.
Promotes Casino amenities by educating qualified guests on special events and services available within the property.
Answer & make all inbound/outbound calls via hotline or duty phone to all guest professionally.
Ensures any guest complimentary issuance are in accordance with Casino marketing promotion & campaign guidelines.
Possess the ability to understand, analyze and evaluate customer play information & history to make sound business decisions.
Assists in handling all guest issues/problems and reports all incidents to Casino Management in accordance with policy and procedures.
Follow Standard Operating Procedure with regards to all VIP services & Casino guidelines. To report or escalate urgent matters requiring Casino Management’s approval.
Responds to all guest’s inquiries, requests or complaints in a professional and timely manner.
Possess a good knowledge & updated information of hotel availability, qualifying criteria, room rates, room types, events & promotions, operating hours of F&B outlets, monthly Casino & VIP events event taking place at The Grand.
Accountable for the thoroughness and accuracy of departmental records and providing daily reports.
Attend and contribute to all departmental staff meetings / training sessions when necessary.
Perform all other job-related duties as required.
Job Requirement
University graduate
Speaks/writes/reads Chinese and English on top of Vietnamese
Experience of hotel or gaming industry is a plus
Able to work overtime if needed
The ability to think quick, remain calm and react to resolve problems with good judgment & accumulated experience.
MUST maintain confidentiality with regards to customer information and pertinent TGHTS data.
MUST be able to multi-task, work in a fast-paced environment, host Casino guests in at a professional level.
A team player able to work cohesively with colleagues & other departments.
Ability to perform job functions with attention to detail, speed and accuracy.
Excellent customer service skills.
Able to effectively communicate in English, both written and verbal.
Fluency in Mandarin / Cantonese / Korean language will be an added advantage.
Comfortable working on shifts, on holidays and weekends to support Casino operations.
Ability to prioritize tasks while working under pressure and meeting deadlines.
Must have University degree or equivalent.
Must maintain punctuality and professional appearance.
Minimum 1 year working experience with 4 or 5 star hotel/resort properties would be an advantage.
Possess good interpersonal skills to communicate effectively internally and with external guests.
Ability to learn and use effectively utilize Casino & Gaming systems to perform daily job scope.
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