Job Description

Job Title Guest Relations Officer
Type of Position Full Time
Department Welcome Services
Position Description
  • Attend to VIP arrivals/departures process
  • Be fully conversant with the OPERA procedures for system usage, Limousine Booking System (LBS), MICROS machine and functions, Cotai Jet and Turbo Jet ticketing system and machines
  • Ensure daily Cotai and Turbo Jet reports are balanced and along with POS receipts
  • Report any guest complaints to Duty Manager. Log complaints, compliments and suggestions
  • Ability to provide escort to guests who arrive at the Paiza forecourt located on level 1 to reception located on Level 3 for check in and guest departing through Paiza
  • Ability to provide luggage assistance and storage for arriving and departing guest
  • Ensure door and counters coverage, must not left unmanned
  • Document and monitor phone requests for retrieval of luggage
  • Maintain appropriate standards of conduct, hygiene, uniform, appearance and posture
  • Respond to guest requests and answer their questions in a professional manner
  • Liaise with other operating departments such as Housekeeping, Player Development, Guest Relations & Front Office - Conrad/Holiday Inn/Sheraton, Paiza F&B, Limo Department, Facilities, Business Center, Cotai Travel Limited, Box Office, and Wilson Parking on matters which concern our VIP guests and to achieve guest satisfaction whether this be delivery of room keys, luggage, rooming and concierge related duties in Paiza or APEX Club
  • Handles daily and month end Premium / Junket billing processes which include comping and amount transfer in OPERA system. Communicate with Duty Manager if any disputes
Position Requirements
  • High School Graduate or Bachelor Degree in Hospitality Management
  • 1 – 2 years’ experience in related area
  • Work inside and continuously maneuver in and around all areas of the offices
  • Have exceptional guest relation skills and be passionate about looking after people
  • Meet the attendance guidelines of the job and adhere to departmental and company policies
  • Exceptional professional presentation and grooming, with a sense of style
  • Knowledge in point of sale equipment and/or computers
  • Knowledge in PMS
  • Be willing to work any day and any shift
  • Meet the attendance guidelines of the job and adhere to departmental and company policies
  • Have a well groomed, professional appearance
  • Good in English, Cantonese and Mandarin
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