Oversee the shift operations through on advisory capacity and report daily on general and / or operational matters by work of mouth, sms or email; lead support and make crucial decisions which are beyond the Assistant Shift Manager’s authority; monitors all activities by walking the floors and through close relationships with the Assistant Shift Manager; ensure the effective and profitable objectives are achieved and GEG standards are maintained.
Primary ResponsibilityManagement and Operational Responsibility:
• Report to Manager – Premium Mass as priority and to Senior Manager if Manager – Premium Mass is un-contactable over the phone or if on annual leave
• Ensure all tasks and instructions assigned by Manager are carried out positively and effectively
• Work closely with the Manager and Assistant Shift Manager in all aspects, in terms of providing and receiving operational information as well as general information
• Set and achieve the highest goals or standards of performance for self, colleagues and the organization
• Build customer service and harmonious team relationships within and with other departments
• Maintain professional and correct communication with other department team members
• Have concerns for all team members welfare, treat all team members fairly and make correct decisions whether it is work or personal
• Maintain the highest levels of skilled employees by recommending training needs for the Executive Host and Host to the Manager; assist on the job training for new employees
• Check and follow up in the training and counseling as well as disciplinary actions that were pre-informed by the Assistant Shift Managers. The Shift Manager must inform Managers of the action taken and/or seek approval of the intended action
• Ensure team members comply with GEG Policies, Human Resources policies and Gaming procedures and regulations
Work focus related to ‘Players Gaming Cycle’:
Primary Focus:
Serve – answer all the players’ enquiry, request and problems; build relationships by performing more engagement activities, services and offerings
Counter Services and Guest/Floor Engagement:
• Ensure all the team members provide a standard of customer service that exceeds customer’s expectations through anticipating, being attentive and responding to customer needs and problems with urgency and at the same time displaying friendly and courteous behavior
• Establish rapport with the guests in Mass Gaming Floor
Secondary Focus:
Growth, Retention, Re-Activation and Acquisition – study potential and coded players gaming performance in order to encourage them to play more; remember player’s preference and their surname; all potential patrons and their preferences be updated; reactivate the players back into our properties
Rooms, Re-Visitation and Theo Win, Events and Promotions, and Sign Up:
• Anticipate customer needs, manage rooms allotment
• Theo Win and Database Growth, Increase Average Betting, and Extend no. of nights per stay
• All guest particular information and preferences be updated into the system
• Support new players signing up from the gaming floor or guest approaching the CS counter
• 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 of 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