MVG Host Hostess (Worcester) at Sun International

Job Purpose

• The MVG Host will be responsible to be the customer service point of contact for the Sun MVG Loyalty Programme, providing exceptional service to Sun MVG members and all guests in accordance with company standards and gaming regulations.
• The role will be responsible for sharing information around the loyalty programme, as well as promotional, retail, and entertainment activities, redeeming of points, updating of marketing data in the system and upselling on available facilities.
• This will be done through connecting and engaging with current MVG members and converting prospective customers into active members of the programme with the aim of contributing towards the revenue potential of the business.

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).

Delivered Loyalty Programme Services 

• 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.
• Process points redemption for guests 
• Maintain MVG data hygiene and standards when printing MVG cards and respond to MVG queries 
  Upsell on current facilities and opportunities for increased spend on the complex through the loyalty programme

VIP Administration 

• Conduct meet and greet processes for customers on arrival and departures from the Hotel and Casino.
• Be able to identify VIP clients by name on arrival 
• Interact with guests and provide professional service standards and solutions 
• Be able to answer queries relating to game information, various bet types, promotions and events, as well as products 
• Handle any complaints, disputes and suggestions and escalate when required 
• Process day to day complimentary vouchers for guests 
• Process points redemption for guests 
• Maintain MVG data hygiene and standards when printing MVG cards and respond to MVG queries for guests in the prive areas 
• Be the liaison between VIP and VIP customers on a daily basis. 
• Prepare VIP shift report on VIPs, issues encountered, requirements, etc. and distribute and inform related departments 
• Perform VIP administrative functions as required
• Be present on the floor during VIP functions

VIP Hosting 

• Act as a host in the gaming areas whilst customers are engaged in play 
• Co-ordinate and arrange for customer excursions, activities, and requirements on a day-to-day basis with the relevant departments in line with customer requests 
• Prepare VIP shift report on VIPs, issues encountered, requirements, etc. and distribute and inform related departments 
• Be present on the floor during VIP functions 

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.
• Own customer complaints, concerns, or requests. Quickly address their questions and overcome potential roadblocks, escalating issues to management, where necessary
• Trouble shoot and resolve any issues being experienced by the customer 
• Access and retrieve customer information and manage sensitive customer data in the system to ensure that records are updated and maintained whilst conversing with customers 

Requirements

Education

• Grade 12, with at least Maths literacy

Experience

• 2-4 Years experience in a customer facing role.
• Work Condition & Special Requirements
• Ability to work shifts that meet operational requirements.
• Work in a smoking environment
• Physical mobility to move around as per job requirements (including with the use of aids) 

Core & Personal behavioural competencies

• Relating (connecting; valuing diversity and interacting)
• Maintaining focus
• Acting with energy and enthusiasm
• Collecting Information (listening; asking questions)
• Dealing with Customers
• Checking (accuracy in capturing of data)
• Following Instructions
• Emotional maturity
• Problem Solving
• Handling conflict
• Presentable

Technical / proficiency competencies

• Strong English verbal and written communication skills
• Gaming Product Knowledge – Games, Machine cardtransactions, Smart card adjustments, pay-outs
• Loyalty Programme product knowledge, profilemanagement (data capturing, card issuing, rewardprocessing)
• Compliance procedures and regulations
• Basic responsible gambling principles
• Proficient computer skills in MS Office
• Data capture / Typing skills
• Working knowledge of SVC / Opera PMS / EGS / PromoExec is an advantage