Customer Service Ambassador ( Fluent in Chinese/Korean )

Overview of Position

Promotes guest relations, which include providing services to customer on Mass floor who have not yet been assigned MA but they are potential customer.

Duty and Responsibilities:

 On Floor:

• 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.

• Manage the Palazzo Club Desk’s counters and assist with Palazzo Membership enrollment.

• Provide excellent and delightful service to all potential Palazzo guests and assist them with their needs and requests.

• Attending daily briefing to ensure valuable information and updates are shared among team members, including updated property information.

• Answers all inquiries concerning the Tier program and explains Tier Program benefits.

• Meets and greets players on the Palazzo Club floor, at special events and promotions.

• 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.

• Responsible for identify and attract potential new customers for development of high-end customers.

• Responsible to handle all requests, complains and concerns of customer.

• Initiates phone contact with premium patrons to drive trips.

• Reconciles all comps outside of point redemption.

• Maintains a detailed record of each customer’s account.

• Handles all room, spa, transportation, flight reservation request from customers.

• Handles customers retention and reactivation.

• Welcomes guests, provides exceptional customer service, encourages guests to enroll guests in the Membership/Tier Program.

• Arranges for special services related to top tier players.

 Another Task:

• Telemarketing:

- 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.

- Internal conduct checking customer services from Palazzo service (BD’s Service, Operation’s Service, Floor environment).

- Conduct telemarketing program by quarterly based on the provided list from CRM.

- Performs other duties as assigned.

REQUIREMENTS/EDUCATION

• 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.

• 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 and preferably with other language such as Mandarin, Korean, Japanese, etc.. will be additional plus point.

• Competitive compensation package
• Monthly allowances
• Social Insurance; Health and Unemployment Insurance
• Private Healthcare Insurance
• Bonus and gifts for holidays, birthdays, weddings, and more
• 13th-month salary
• Annual company performance bonuses
• Exciting outing trip, team building trip, year-end party,…..
• Annual Health check
• Other benefits (free parking; meals; uniform;...)

• Bachelor’s Degree in Business or Marketing or equivalent combination of secondary education and experience preferred.

• Must have at least 2 years of experience in a Casino/Hotel environment with strong knowledge of hospitality and service standards or a similar role within the Business Development or Hospitality industry.

• Be a strategic, analytical, ethical, and effective motivator.

• Must be able to read, write, and speak fluent English and preferably with other language such as Mandarin, Korean, Japanese, etc.. will be additional plus point

• Excellent communication, negotiation and interpersonal skills.

• Strong analyze and interpret departmental demands and results

• Strong understanding of the gaming industry.

• Strong solve and handle complex problems.

• Customer-oriented mindset with a passion for delivering excellent service.

• Ability to work independently, handle multiple tasks, and meet deadlines.

• Possesses strong leadership skills and self-confidence.

• Perform assigned duties under frequent time pressures in an interruptive environment.

• Knowledge and experience player tracking systems.

• Be flexible in shift working and time schedules as needed.

• Knowledge of credit process and procedures

• Knowledge local laws, codes, and regulations.

• Knowledge of Microsoft Office