MVG Host / Hostess - S (Wild Coast) at Sun International

Job Purpose
Responsible to be the frontline customer service point for the Sun MVG Loyalty Programme, providing exceptional service to Sun MVG members and all guests in accordance with company standards and gaming regulations.

Education

• Grade 12, with at least Maths literacy

Experience

• 2-4 Years experience in a customer facing role.

Skills and Knowledge

• Problem Solving
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Handling conflict
• Checking (attention to detail)
• Following Instructions
• Emotional resilience
• Honesty in the handling of cash
• Presentable

Strong English verbal and written communication skills

• Gaming Product Knowledge – Games, Machine card transactions, Smart card adjustments, pay-outs
• Loyalty Programme product knowledge, profile
• management (data capturing, card issuing, reward processing)
• Compliance procedures and regulations
• Basic responsible gambling principles
• Proficient computer skills in MS Office
• Typing skills
• Working knowledge of SVC / Opera PMS / EGS / Promo Exec is an advantage

Know how:

• Knowledge required involves the practical application of work procedures and processes.
• Planning is generally on a short-term daily / weekly basis and within regular activity cycles.
• Communicates, co-ordinates and interacts with others in the value chain to ensure customers receive exceptional experiences.
• Manages one's time and resources to ensure that objectives are achieved effectively and on time.

Problem Solving

• Interprets customer requirements in terms of services available and the applicable constraints.
• Takes initiative in making decisions which are made within well-defined, somewhat diversified procedures and limits of authority.
• Considers all the facts, options, and possible outcomes prior to making decisions.
• Works independently and is orientated towards solving customer queries.

Accountability

• Takes ownership of customer requests and requirements.
• Always follows laid-down policies and procedures, operating in line with rules, regulations, system parameters and internal controls.
• Interprets customer requirements in terms of services available and facilitates operational processes.
• Refers problems falling outside parameters to the team leader/manager for resolution.

Key Performance Areas
Customer Service Preparation

• Checks operating equipment prior to start of shift to ensure all is functioning and ready for service.
• Check cleanliness of own section or station.
• Restock marketing collateral, brochures, and cards at the MVG desk.
• Communicate and follow-up on the correction of any equipment faults or defects.
• Conduct handovers with shifts (prior to and following shift).

Loyalty Programme Administration

• Promotes Loyalty Programme and explains benefits.
• Clear understanding of the programme operations (Terms and conditions, programme mechanics)
• Captures sign up data and issues cards.
• Validate customer data and contact permissions at all customer interactions.
• Captures all other Guest Related Data ie VOG, CMP etc.
• Conduct collateral and stock audits.
• Redeems points for guests and issues reward vouchers.
• Process and handle Guest points disputes, balances, and redemptions.
• Assists in selling of non-MVG player cards.

Creating Customer Experiences

• Connect with all guests by providing them with a warm welcome, greeting them with a friendly smile, acknowledging them on arrival and departure, and always ensuring respect.
• Interact with guests and provide professional service standards and relevant solutions.
• Identifies customers and understand their preferences.
• Educate customers on business unit facilities, products and current promotions and leverage opportunities to upsell facilities.
• Handle any customer complaints, requests and / or suggestions to resolution, escalating if necessary.