POSITION DESCRIPTION

TITLE: Host, Loyalty Services
Division: Casino Marketing
Department: Loyalty Services
Reports to: Supervisor, Loyalty Services
Location: Cyprus

POSITION SUMMARY:
The Host, Loyalty Services operates the Loyalty Club and casino promotion counters, including any on floor assistance to members or casino patrons. The Host provides services to fulfill and support all Membership program maintenance, benefits, complimentary and other tasks as set by management. Acts as a front-line service representative on behalf of Cyprus Casinos and City of Dreams Mediterranean ensuring a high standard of guest relations is provided to all patrons in accordance with established service standards.

PRIMARY RESPONSIBILITIES:

Key Roles & Responsibilities

• Explains the benefits according to the Loyalty Program and criteria.
• Ensures a timely implementation of the Loyalty Program.
• Delivers immediate marketing related services to members and potential players via casino promotions, mass gaming floor and counter operations.
• Registers players to the COD Membership Loyalty Program and promotes benefits and offers.
• Executes casino promotions with tasks such as participation registration, on stage draws, MC to announce results, flyers distribution and prizes redemption as well as other tasks given by the superiors.
• Assesses and identifies clients and liaises with the operational departments, assisting in allocating the appropriate endorsements of complimentary, hotel accommodations, food and beverages, services, and miscellaneous items.
• Liaises with the Casino Services team regarding members requests for transportation, hotel. rooms, F&B, entertainment related arrangements in accordance with established standard operating procedures
• Maintains a quick response time to all client’s requests and ensures the relevant team has the correct information as a response to the inbound calls from members.
• Fulfills daily documentation and reports accurately in accordance with operations.
• Assists other department with the implementation of the AML procedures and ensures all documents are recorded and distributed in a timely manner.
• Liaises with all Departments to ensure the promised customer service and resolve conflict situations
• Implements Responsible Gaming Procedures and ensures all information are logged by Casino Services
• Takes ownership of customer dispute and involves the relevant Management to resolve the issue.
• Performs any other duty in the department if/ when the Superiors consider it necessary

QUALIFICATIONS:

Requirements & Qualifications

Experience

• One year or above relevant experience in customer services field

Education

• Secondary-level education

Skills / Competencies

• Computer literate
• Excellent interpersonal and communication skills
• Professional written communication skills
• Excellent command of Greek and English, Russian/ Arabic/ Hebrew/ Chinese highly regarded

PERSONAL COMPETENCIES:

• Willing to work a 24/7 rotation schedule including night shifts, weekends, and national holidays.
• Flexible and accommodating
• Receptive and versatile in adopting new approaches and practices to meet changing circumstances
• High adaptability to various assigned job tasks
• Ability to work under pressure, energetic and enthusiastic.
• Possesses strong time management skills.
• Must be able to work indoors and be exposed to various environments such as, but not limited to dust, cigarette smoke and fragrances, standing for prolonged hours

Interested candidates may send their CV via e-mail to Careers@melco-resorts.com.cy