Job No.: 009123

Job: VIP Services

Organization: Altira Macau

Description:

Position Summary

The Host, VIP Services is responsible for ensuring a high standard of service is provided to all customers in accordance with established standards. They must possess exceptional communication skills and be able to think and act quickly when presented with challenging situations. The Host, VIP Services will always be professionally presented and conduct themselves in a manner befitting the exclusivity of the Altira Macau VIP area.

This position takes into account broad experience in various positions and increased hospitality and interpersonal skills, which are carried out under broad supervision.  Development, guidance and support is provided to employees of a lower level through coaching, training, buddying and maintaining the smooth running of a shift.

Primary Responsibilities

• Greeting customers, including ferry and airport arrivals and assisting with hotel check-in.
• Develop an understanding of and relationships with players and player group representatives.
• Field enquiries regarding VIP room membership, Player Programs, Table rewards, Non-Gaming Loyalty Programs and all current gaming promotions.
• Communicate information regarding quality new customers to the relevant Manager.
• Facilitate customer tours. Have a comprehensive understanding of the Altira Macau complex facilities and its restaurant facilities.

Key Performance Indicators

GUEST RELATION

• Eye contact
• Body language
• Tone of voice
• Adherence to SOPs
• Timeliness
• Standard of presentation
• Attention to detail and guests
• Guest comments
• Absence of disarray, debris etc in guest view
• Staff/customer comfort and safety

MANAGING SELF

• Peer feedback
• Issues resolved by staff
• Active and constructive feedback in giving ideas and feedback
• Achievement of performance objectives
• Achievement of team objectives
• Attendance records
• Swipe reports
• Participation in, and number of, PIP discussions
• Adherence to policies and procedures

TECHNICAL SKILLS

• Adherence to SOPs
• Stock levels
• Procedures completed to time with no interruption to service
• Occupational Health and Safety Record
• Variance records
• Adherence to Sequence of Service
• Patron Turnover
• Efficiency of service
• Guest comments
• Orders served in allocated time
• Order accuracy
• Adherence to specified regulations eg Food Act

Qualifications and Experience

• Relevant casino experience highly regarded.
• Customer Service or Hospitality Industry experience.
• Must be exceptionally well presented.
• Strong communication skills with a preference for Mandarin, Cantonese and English.
• Must display an outgoing / friendly personality      

Personal Competencies

• Possesses the following personal qualities:
  - empathetic
  - enjoys working with people
  - able to self motivate to complete routine tasks
  - able to work under pressure in a hectic and fast paced environment
  - attention to detail
  - willing to work flexible hours
  - professionally presented
  - team oriented
  - good interpersonal and communication skills
  - able to self manage and self motivate in a routine environment
  - flexible and responsive in a dynamic environment
  - confident and friendly disposition
  - guest oriented and sensitive to guest requirement
  - interested in developing own skills and skills in others
  - able to take proactive steps to enhance service delivery and guest experience
  - result driven
  
• Possesses the following technical skills:
  - assist all functions at lower levels
  - able to serve and coordinate others in food and beverage service styles: a'la carte, table d'hote, banquet, cocktail, bar, wine service etc
  - coaching, on the job instruction
  - second language well regarded
  
• Adheres to, and supports the Company's Vision and Values
• Displays a high commitment to improving customer service
• Motivates others to achieve business objectives and common goals
• Encourages people to work as part of a team
• Adopts and implements new approaches and practices to meet changing circumstances
• Clearly understands the strategic vision of the Company and how it impacts on the Business Unit/function
• Anticipates and assesses issues, risks or opportunities facing the company and applies effective, creative solutions
• Achieves agreed objectives and accepts accountability for results
• Had proven employee and customer orientation