Representative - GPC (GM)

Job description

Position Summary

Representative is to provide excellent guest service when engaging with patrons. Responsibilities include enrolling guests into the club, explaining all benefits, assist with player accounts, events and promotions, etc. All duties are to be performed in accordance with departmental and the GEG's policies and procedures. Primary Responsibility

• Sign up Galaxy Privilege Club members at counter and gaming floor to fulfil Company's target. Identify potential high limit players and introduce them to Customer Services (CS)
• Have detailed knowledge of Galaxy Privilege Club, Events and Promotions, redemption programs, Galaxy Macau’s products and services; and keeping up to date with these
• Operate with our Company systems for point checking upon guest's request
• Responsible for the redemption of merchandize, promotion and tactical offer, ferry ticket and casino credit in a timely manner
• Assist in execution of various events and promotions
• Handle guest's complaint in a professional manner as well as collect feedback from our guests on a daily basis
• Report incident, complaint case and anything abnormal, including barred patron, to the on-duty superior promptly and correctly
• Ensure all guests are treated with Asian Heart service together with our Mystery Shop Standards when engaging with them
• Assist stocks transferred and refill stationeries for all counters
• Keep confidentiality of all necessary policies and customer information
• Ensure that grooming is up to standards
• Get along well with fellow Team Members and work as a team
• Any other tasks as assigned from time to time by any manger or to carry out any other duties which are reasonably deemed to be consistent with the demands and responsibilities for this role

Requirements

• High School Degree, College education preferred
• Experience with customer satisfaction programs in a service industry preferred
• Familiarity with hotel & casino industry preferred
• Able to use of Microsoft Office Products
• Must have exceptional customer service skills
• Read, write, speak and understand English
• Knowledge of written and spoken Mandarin and Cantonese an asset
• Work independently and be self-motivated
• Respond calmly and make rational decisions when handling customers’ needs
• Ability to work flexible schedules, including nights, weekends and holidays