Job Description
Position Summary
Acquire through new or re-activation of customers with subsequent effort in fostering a closer relationships to drive higher retentions and visitation into GEG in achieving sales targets.
Senior Manager: In addition to the above, Senior Managers shall provide the necessary coaching and guidance to the Assistant Managers/Managers in meeting the necessary sales performance.
Primary Responsibility
Build relationships with target guest utilizing contact strategy through a variety of in-bound and out-bound channels. Leverage property amenities/ marketing programs to develop and expand customer database, increase customer spending level and ensure repeat visitation.
Core Focus:
Acquisition – recruit new referrals from existing database, competitors referrals & from the floor
• Identify and manage sales leads
• Develop contacts, networks and relationships
• Identify potential new customer through external sources and referrals. Making external guest development trips to acquire new customers and foster deeper relationship with existing customer
• Attract new guest through marketing initiatives
Retention – remember guest's preferences and their surname; update all potential guest and their preferences into the system; offers upcoming promotion depending on their needs
• Listen to and communicate with a variety of customers and team members
• Provide excellent service to customers, respond promptly and courteously to customer requests
• Motivate customers to visit more and spend more – customer journey
• Use judgment to make complimentary decisions based on record within the guidelines set by the company
• Use complimentary and amenities to properly reward customers and build loyalty
• Coordinate travel arrangement for customers and arrange pick-up and send-off service
• Deploy customer intervention strategy whenever there is a downward spending trends or guest falling out of their normal trip pattern – aggressive engagement.
Growth – study potential and coded customers' performance in order to encourage them to spend more
• Understand and differentiate the value of customers
• Get to know the customer on one on one basis and knowing the guest’s preferences and personalize the preferences on each visit to drive higher loyalty
• Consistently introduce new facilities/outlets (F&B, retail, new gaming room, etc.) to increase share of wallet spending within the property
• Motivate customer to reach higher spending level to attain higher offer value through daily privilege points, direct offers, better comp room type
• Meet company monthly targets consistently through the increase in customer database, hotel room booking, event participation, coding segmentation, revisitation rate and other sales related targets
Re-Activation – business trip, cold call strategy and reactivation program
• Make contact with guests through phone calls, letters, e-mail, business trip and floor contact to build relationships and promote property events
• Deploy reactivation marketing offers to entice guest back to GEG
• Personal visit to inactive guest to build up rapport and relationship for re-engagement
Requirements
• Minimum of 5 year’s customers development experience
• A Winning Attitude, ambitious, committed to winning, working hard and driving for results
• Proactive, Positive and Passionate about the work they do
• Self-motivated, set personal goals and high standards
• People Oriented, enjoy working with and serving guests
• Integrity and Honesty, follow procedures and act with transparency and honesty
• Relationship Building, make guests feel at home
• Sales Skills, engage with customers, makes an effective sales pitch; generate customer returns
• Customers Development Mindset, know individual and team goals, differentiate all tier guests
• Teamwork and Collaboration, work with team members to look after the guests and share information
• Dealing with Customers Effectively, effectively solve guest problems; always be pleasant to guest
• Knowledge of Customers. seek to know & remember guest preferences, needs and cultures
• Knowledge of GEG Products, Services and Procedures, and Current Events
• Knowledge of Internal Systems and Processes, use IT systems that support hosts and customers development
• Task Prioritization, effectively juggle multiple priorities, prioritize tasks and create schedules
• Language skills including but not limited to Cantonese, Mandarin, English to communicate well with guests