Shift Manager, Premium Service

POSITION SUMMARY

Shift Manager, Premium Services is responsible for providing supervision to the day-to-day operation of the Player Development Team while working closely with other departments to provide excellent services and unforgettable gaming experiences to our VIPs.

• To oversee and give support to the overall operations of the department during each work shift.
• To conduct a briefing to relate general or operational information or any new instruction to the hosts.
• To assign job tasks with guidance to hosts on assigned locations.
• Identify potential players to build up a good rapport to drive incremental visitations to our venue.
• Monitoring and approving complimentary items offered to players in accordance with company guidelines and policy.
• Proactively resolves any guest issue that arises, including the coordination of departmental assistance when necessary.
• To assist with providing solutions and service recovery regarding guests’ concerns and important issues raised by on-floor hosts.
• To initiate ideas to improve operation workflow, collection of customer data, procedures, and human contact.
• Cohesive relationships with other departments – maintaining professional and correct communication with other staff.
• To monitor Hosts accomplishment with their daily KPIs (Key Performance Indicator).
• To ensure hosts provide a high standard of customer service that exceeds customers’ expectations through anticipating, attentiveness, and responding to customer’s needs and problems with urgency and displaying friendliness and courtesy.
• Gathers feedback from patrons to enhance the development of new events and other incentives in the property and promote in-house programs and promotions, as well as assist Event & Promotion in the execution of events & promotions.