Overview of the Position
The Customer Service Ambassador plays a key role in promoting guest relations and delivering exceptional service on the Palazzo Club floor. This position focuses on creating a welcoming environment, assisting guests with their needs, and identifying potential new members to enhance customer engagement and loyalty.
Key Responsibilities
1. Guest Service & On-Floor Support
• Represent Palazzo Club in a professional and positive manner at all times.
• Greet and assist guests on the gaming floor, ensuring their needs and requests are promptly met.
• Manage the Palazzo Club Desk, including membership enrollment and guest inquiries.
• Provide accurate information about the Tier Program and explain member benefits.
• Support special events, promotions, and VIP activities to enhance guest experience.
• Coordinate with the Transportation team to welcome guests at the airport and ensure a luxurious arrival experience.
• Handle customer requests, complaints, and feedback efficiently and professionally.
• Manage reservations for rooms, spa, transportation, and flights as requested by guests.
• Maintain detailed and up-to-date customer records in the system.
2.
Telemarketing & Customer Engagement
• Conduct daily outbound calls to customers based on CRM-provided lists (e.g., promotions, events, rebates, member draws).
• Send SMS notifications for free-play expiration, birthday offers, and promotional campaigns.
• Execute quarterly telemarketing programs to re-engage inactive members.
• Initiate phone contact with premium patrons to encourage return visits and maintain customer retention.
• Perform internal checks to ensure high service standards are maintained across departments.
3. Administration & Coordination
• Attend daily briefings to stay informed of property updates, events, and operational changes.
• Reconcile all complimentary offers and benefits redeemed outside the point system.
• Arrange special services and privileges for top-tier members.
• Perform other duties as assigned by management.
• 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 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.
• Must be able to work a flexible schedule, including weekends, holidays and nights as needed.
• Must be able to read, write, and speak fluent English/Koran
Benefits:
• 13th-month salary (and more performance-based bonuses)
• Tips and incentives
• Attractive reward programs
• Annual staff party and company outings
• Comprehensive health care and 24/7 accident insurance
• Annual health check-up
• Meal allowance
• Free parking
• Various employee engagement activities