Host, VIP Services

REQ8845 Host, VIP Services (Open)

Melco Resorts & Entertainment in Cyprus

Melco Resorts & Entertainment (Melco) is the developer and operator of the upcoming integrated resort, City of Dreams Mediterranean, which is expected to be the largest and premier integrated resort in Europe. The Company’s unique blend of design, entertainment and quality sets the company apart, making it the global leader in premium integrated resorts. As recipient of more than 650 awards international, regional and local awards, Melco’s esteemed achievements highlight the Company’s dedication to exceptional hospitality and service excellence. With its entire property portfolio honored with the top tier, Forbes Travel Guide Five-Star recognition, Melco leads among integrated resort operators in Asia. Melco’s four signature restaurants across Melco properties are honored by Michelin Guide Hong Kong Macau 2021 with a collective total of seven Michelin-stars. With its growing international presence and approximately 20,000 colleagues globally, Melco actively contributes to the communities in which it operates. The Company values colleagues as the heart of the business and was named one of the “Best Companies to Work for in Asia” by HR Asia for two consecutive years (2019-2020). Furthermore, Melco has received numerous accolades for its contributions to the community, including being named winner of “Community Award – Asia” at 2020 Industry Community Awards and being voted “Socially Responsible Operator of the Year” at International Gaming Awards 2019.

As part of Melco, City of Dreams Mediterranean will be driven by the Company’s commitment to excellence. It is set to be a world-leading integrated resort and landmark for Cyprus and the wider region, offering a range of attractions and entertainment options including luxury accommodation, fine dining, recreation and MICE facilities. City of Dreams Mediterranean is set to boost tourism in Cyprus, attracting an additional 300,000 tourists annually and contributing significantly to alleviate seasonality. During the construction phase, City of Dreams Mediterranean is expected to create an estimated 4,000 local job opportunities, and approximately 2,500 permanent jobs once open.

Melco also operates Cyprus Casinos in Nicosia, Ayia Napa, Paphos, Larnaca and Limassol.

POSITION SUMMARY:

The Host, VIP Services position will broaden and heighten the gaming experience for our VIP clientele, so they know and feel the difference. Our hosts think and act quickly on their feet, using excellent communications and interpersonal skills. Knowledge of the gaming industry, player programs, and our services will enhance your development and experience in this key environment.

PRIMARY RESPONSIBILITIES:

• Meets and Greet VIP patrons and its guests at the airport, gate arrivals, assisting them with hotel check-ins
• Monitors and identifies the needs of our VIP patrons and its guests. Offers to help accordingly such as restaurants’ bookings, hotel reservation etc., ensuring that customer service meets with and / or exceeds guest expectation
• Ensures that the gaming floor, private gaming salons and gaming tables and its surroundings remain clean and free from clutter, ready and comfortable for VIP patrons to use
• Maintains a strong on-floor presence in the VIP Room and be familiar with all VIP patrons’ names and able to recognize them
• Assists the VIP room bar staff to provide responsible Service of Alcohol
• Ensures that all rooms reservations are in order on a daily basis, updates the daily arrivals and departure of VIP patrons and its guest
• Encourages patrons to utilize their membership cards to ensure accurate ratings and assists gaming staff with players identifications and program information
• Prepares and process all documents and information for settling out patrons’ room charges prior to their departure on a daily basis for players on standard program only
• Assists VIP Executive Host/ VIP Service Managers with settlements for customers program
• Monitors player requirements and communicating players movements to VIP Executive Host and/or VIP Service Managers
• Assists new and walk-in VIP patrons in registering them as a VIP room member, printing VIP cards including junkets
• Takes responsibility for their work area and “ownership” of VIP guest basic problems until they are resolved or refer it to VIP Executive Host for guidance if it deems complicated
• Ensures that only members are allowed to access to the VIP room at all times
• Refers any incidents or issues/customer complaints to VIP Executive Host immediately

KEY PERFORMANCE INDICATORS:

• Excellent knowledge of complex and operating environment and facilities.
• Excellent knowledge of products, services, and organizational structure.
• Able to build rapport with all customers – both external and internal
• Maintains confidentiality and handles sensitive issues with discretion
• Ability to work on flexible shift including overnight, weekends and holiday on rotation basis
• Maintains the highest standard of professionalism, ethics, and attitude towards guests and colleagues
• Ability to work overtime when needed
• Excellent organizational and time management skills
• Ability to multi-task and work under pressure

QUALIFICATIONS:

Experience

• Prior Customer Service, Guest relations/Hospitality experience in the Casino Industry are preferred
• Guest Relations

Education

• High school / College degree or equivalent professional training

Skills / Competencies

• Computer literate (Microsoft Office, Excel, PowerPoint)
• Excellent command of English. Greek, Russian/ Spanish /French/Arabic/ Hebrew/ Chinese highly regarded
• Foreign Language skills is an advantage

PERSONAL COMPETENCIES:

• Achieves agreed objectives and accepts accountability for results
• Excellent grooming, hygiene and presentation.
• Is enthusiastic regardless of the repetitive nature of some tasks
• Displays a high commitment to delivering results
• Leads others to achieve business objectives
• Communicates effectively
• Willing to work a 24/7 rotation schedule including night shifts, weekends and national holidays
• Willing to travel based on operational demand
• Displays the highest level of integrity
• Ability to maintain discretion
• Self-motivated
• Approachable

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