Manager - Customer Services (GM)

Position Summary

Assist Senior Manager to ensure that departmental policies and procedures are being adhered to and achieving marketing targets and managing the daily operation of Mass Customer Services; able to lead the team smoothly at the absence of the Senior Manager.

Primary Responsibility

Responsible for and assist in the daily operation of Mass Customer Service, which includes:
Management Responsibility:
• Ensure all tasks and instructions assigned by Senior Manager – Customer Service be carried out positively and effectively
• Establish and maintains a positive working environment and promotes positive employee relationships
• Direct and assist subordinates to work with the team cooperatively so as to achieve any setup goal
• Promote and sustain effective relationships with inter-departments
• Directly involved with the hiring, training, evaluating, rewarding and applying disciplinary or corrective counselling to all staff 
Work focus related to ‘Players Gaming Cycle’:
Primary Focus:  
Growth – study potential and coded players gaming performance in order to encourage players to play more
Re-Visitation/Theo Win:
• Supervise all team members to meet and exceed performance expectations
• Assist the team to ensure every team member achieve maximum productivity on the casino floor, covering areas:
o Theo Win and Database Growth
o Increase average Betting
o Extend no. of nights stay (length per stay)

Secondary Focus: 
Serve,  Retention, Re-Activation – answer all the players’ enquiry, request and problems; build relationships by performing more engagement activities, services and offerings; remember player’s preference and their surname; all potential patrons and their preferences be updated; re-activate players back into our properties
Counter Services and Guest/Floor Engagement:
• Have a detailed knowledge of GEG’s products and keeping up to date
• Build and maintain excellent relationships with players through outstanding customer service experience
• Promote and maintain the utmost integrity and the highest caliber of guest service
• Provide constructive ideas and feedback to Senior Management for service improvements
• Establish rapport with the guests in Premium Mass
Rooms:
• Anticipate customer needs, manage rooms allotment
Events and Promotions:
• Support and promote the philosophy and objectives of casino management.  Must establish effective programs and consistently develop new players
• Potential and coded patrons based on the guest gaming record of ADT range to be distributed for Tele, CCS or PMPD teams; each team is their ownership of the patron list
• Perform cold calling to re-activate players back into our properties
Acquisition - recruit new players from the gaming floor or guests approaching the CCS counter
Sign Up
• Support new players recruitment through gaming destination introduction and upgrade customer’s membership level according to their gaming record in all Premium Mass area
• All guest particular information and preferences be updated into the system

Requirements

• Degree holder or with relevant working experience
• Strong written and verbal English & Cantonese language skills are essential, knowledge in Mandarin is an advantage
• At least 2 years’ experience in the gaming or related industries in Macau
• 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 acts with transparency and honesty
• Sales Skills, engage with customers, effectively follow up to generate and drive business
• Relationship Building, socialize with guests, make guests/players feel at home
• Teamwork and Collaboration, work with team members to look after guests and share information
• Dealing with Customers Effectively, effectively handle guest problems; always be pleasant to guest
• Knowledge of Customers,  seek to know and remember guest preferences, needs and cultures
• Knowledge of  GEG Products, Service, Procedures, and Current Events
• Knowledge of Internal Systems and Processes, use IT systems that support hosts and player development
• Task Prioritization, effectively juggle multiple priorities, prioritize tasks and create schedules