**Job Descriptions:

- Lead and manage Club Royale Guest service team. 

- Monitor and ensure all daily/weekly/monthly report update constantly (customer database, ranking, all benefit reward distribution record. 

- Identify potential high turnover guest and recommend reward to retain them. 

- Monitoring and identifies the needs of VIP and its guests and offer assistance and guidelines for the team member accordingly, ensuring that customer service meets or exceed guest expectations.

 - Proactive and ongoing communication with targeted gaming customers. 

- Maintain a strong on-floor presence in the gaming club and familiar with all Regular and VIP guest names and able to recognize them. 

- Ensure all team members to encouraging guests to utilize the membership card to ensure accurate ratings and assisting gaming staff with player’s identifications / information 

- Presentation: Good grooming and personal cleanliness are expected at all times, should be neat and appreciate and voice presentation should portray relaxed professionalism and confidence 

- Always check email to update the new information of club facilities. Carry out the policies and procedures of Club while maintaining the highest degree of professionalism and team work atmosphere as per standards of service. 

- Support all departments in preparation and implementation of all Club promotions and events. 

- Be familiar with Club Royale products, promotions and events and offers to be able to answer customers' and colleagues' enquire. 

- Monitoring and communicating Regular, VIP guest’s requirements and movements to General Manager / Operation Manager.

- Handle guest complaints, disputes and apply discretion within his/her capacity using appropriate guidelines provided within the management policies. 

- Be sincere and make a genuine effort to fulfill the customer’s expectation. Follow up and confirm guest satisfaction. 

- Report any incidents to superior and / or relevant departments. 

- Supports section staff training programs and ensure adequate training and development is provided. 

- Produces required volume of work by planning, organizing and prioritizing work duties. Adheres to general work rules and department procedures. Attends all required department meetings. 

- Provides all of service with guest by assessing and offering creative suggestions and recommendations to guest / conferee requests. 

- Aids General Manager with other administrational / job related tasks on an as required basis.

**Requirements:

- At least 03-year experience in Manager position or similar level 

- Graduating from University with Bachelor’s degree or above. 

- Strongly management and planning skill. 

- Well problem solving skills with a high attention to detail 

- Must be organized and able to manage time. 

- Must be excellent communication by Cantonese, Mandarin or Korean.