揾工 日報

Position Summary Acquire through new or re-activation of guest with subsequent effort in fostering a closer relationships to drive higher retentions and visitation into GEG in achieving sales targets. Senior Manager: In addition to the above, Senior Managers shall provide the necessary coaching and guidance to the Assistant Managers/Managers in meeting the necessary sales performance. Primary Responsibility Build relationships with target customer utilizing contact strategy through a variety of in-bound and out-bound channels.  Leverage property amenities/ marketing programs to develop and expand customer database, increase customer spending level and ensure repeat visitation.   Core Focus:   Acquisition – recruit new referrals from existing database, competitors referrals & from the floor  • Identify and manage sales leads • Develop contacts, networks and relationships • Identify potential new guest through external sources and referrals. Making external customer development trips to acquire new customers and foster deeper relationship with existing guest • Attract new customers through marketing initiatives   Retention – remember guest’s preferences and their surname; update all potential guest and their preferences into the system; offers upcoming promotion depending on their needs • Listen to and communicate with a variety of customers and team members • Provide excellent service to customers, respond promptly and courteously to customer requests • Motivate customers to visit more and spend more – casino customer journey • Use judgment to make complimentary decisions based on play record within the guidelines set by the company  • Use complimentary and amenities to properly reward customer and build loyalty • Coordinate travel arrangement for customers and arrange pick-up and send-off service  • Deploy guest intervention strategy whenever there is a downward trends or guest falling out of their normal trip pattern – aggressive engagement.  Growth – study potential and coded guest performance in order to encourage them to spend more • Understand and differentiate the value of customers • Get to know the guest on one on one basis and knowing the customer’s preferences and personalize the preferences on each visit to drive higher loyalty  • Consistently introduce new facilities/outlets (F&B, retail, etc.) to increase share of wallet spending within the property  • Motivate guest to reach higher spend level to attain higher offer value through daily privilege points, direct offers, better comp room type  • Meet company monthly targets consistently through the increase in customer database, hotel room booking, event participation, guest coding segmentation,  revisitation rate and other sales related targets Re-Activation – business trip, cold call strategy and reactivation program • Make contact with customers through phone calls, letters, e-mail, business trip and  floor contact to build relationships and promote property events • Deploy reactivation marketing offers to entice guest back to GEG • Personal visit to inactive customer to build up rapport and relationship for re-engagement  Requirements • Minimum of 3 year’s customer development experience • A Winning Attitude, ambitious, committed to winning, working hard and driving for results • 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 act with transparency and honesty • Relationship Building, make guests feel at home • Sales Skills, engage with customers, makes an effective sales pitch; generate customer returns • Customer Development Mindset, know individual and team goals, differentiate all tier guests  • Teamwork and Collaboration, work with team members to look after the guests and share information • Dealing with Customers Effectively, effectively solve guest problems; always be pleasant to guest • Knowledge of Customers. seek to know & remember guest preferences, needs and cultures • Knowledge of  GEG Products, Services and Procedures, and Current Events • Knowledge of Internal Systems and Processes, use IT systems that support hosts and Customer development • Task Prioritization, effectively juggle multiple priorities, prioritize tasks and create schedules • Language skills including but not limited to Cantonese, Mandarin, English to communicate well with guests