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- Shift Supervisor - Membership
- Position
- Shift Supervisor - Membership
- Department
- Loyalty Marketing & CRM
- Working Location
- Taipa / Cotai
- Post Date
- 04/01/2021
- Requirements
-
• Diploma or above in Business Studies, Management, Marketing or related field preferred
• Minimum of 2 years working experience in customer service or marketing related field
• Experience in the hotel, casino or integrated resort industries is preferred
• Experience in frontline customer service management and hospitality / tourism related marketing in Macau, China or Asia is preferred
• Understand or experience work with various system such as Casino Management System, POS, PMS, Retail Management System is an advantage
• Good knowledge in multi - cultures especially Chinese culture and the gaming industry
• Good command of both spoken and written in English and Chinese
• Proficient in Microsoft Word, Excel, PowerPoint and experience in using Intra - Extranet
• Able to work flexible schedules, including nights, weekends and holidays
- Responsibilities
-
• Understand the loyalty program initiatives including program strategy, card tier qualification, reward benefits / structure, program system infrastructure, program operation logic / processes, services and standards and promote its awareness to relevant customers
• Develop and maintain a customer database of high value and integrity through quality membership sign up in line with the membership recruitment strategy
• Build good rapport with customers especially high value gaming patrons, attend to their every need and deal with customer complaints and suggestions in a professional manner
• Supervise the floor officers and ensure that adequate presence and backup support is available to effectively handle customer needs during shift
• Work closely with departments including various Marketing Division, Casino, Food and Beverage, Hotel, Retail, Guests Services to promote the integrated loyalty program and marketing programs to all customers
• Promote and execute events and activities for loyalty members
• Assist the Shift Supervisor / Manager in gathering customer feedback and comments to analyze the effectiveness of the loyalty marketing program and recommend improvement actions
