Assistant Manager - CD

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