I. Position Overview:
Promotes guest relations by engaging with and providing services to potential customers on the Mass floor who have not yet been assigned to a Membership Ambassador.
II. Key Responsibilities:
1. Customer Service & Guest Experience
• The Customer Service Ambassador is responsible for providing excellent customer service to all customers and representing Palazzo Club in a positive and professional manner. Ambassador will be a brand representative, who creates a welcoming environment and a personal touch to each customer's experience.
• Provide excellent and delightful service to all potential Palazzo guests and assist them with their needs and requests.
• Responsible to handle all requests, complaints and concerns of customer.
• Meets and greets players on the Palazzo Club floor, at special events and promotions.
• Welcomes guests, provides exceptional customer service, encourages guests to enroll guests in the Membership/Tier Program.
• Provide additional support to Transportation team at the airport to enhance the guest welcome experience, providing a sense of luxury and importance to each guest.
• Arranges for special services related to top tier players.
• Handles all room, spa, transportation, flight reservation request from customers.
2. Membership & Tier Program Management
• Manage the Palazzo Club Desk's counters and assist with Palazzo Membership enrollment.
• Answers all inquiries concerning the Tier program and explains Tier Program benefits.
• Reconciles all comps outside of point redemption.
3. VIP Customer Relationship Management
• Responsible for identify and attract potential new customers for development of high-end customers.
• Initiates phone contact with premium patrons to drive trips.
• Maintains a detailed record of each customer's account.
• Handles customers retention and reactivation.
4.
Telemarketing & Customer Engagement
• Daily call customer based on the provided list from CRM (member draw, event, promotion, rebate, missing customer).
• Blast SMS for free play expiration, birthday promotion and another designed promotion.
• Conduct telemarketing program by quarterly based on the provided list.
5. Operational Coordination & Service Quality
• Attending daily briefing to ensure valuable information and updates are shared among team members, including updated property information.
• Internal conduct checking customer services from Palazzo service (BD's Service, Operation's Service, Floor environment).
• Performs other duties as assigned.
• Ability to work independently.
• Ability to handle phone call from guests and company during on duty period.
• Ability to walk and stand for long periods of time.
• Must maintain good personal grooming habits and carry self in a professional business manner.
• Bachelor's Degree in Business or Marketing or equivalent combination of secondary education and experience preferred.
• Must have previous experience in a Casino/Hotel environment with strong knowledge of hospitality and service standards.
• Must be able to solve problems and deal with a variety of situations.
• Must have knowledge of Windows based programs such as Word, Excel, and Outlook.
• Must possess excellent written and oral communication skills.
• Must present an overall professional appearance.
• Proficiency in Korean is an added advantage.
