OVERVIEW OF POSITION
Daily Major Responsibilities
The Assistant Host Manager is the second most senior officer for the Host Marketing, reporting directly to the Host Manager. The Assistant Host Manager is responsible for the achievement of business objectives through the deployment of staff resources and the general management. Incumbents, allocated with specific portfolios, will be required to prepare such reports as may be requested by the Host Manager and will advise on the effectiveness of policies, operations and new programs.
• Maintains complete confidentiality of all company information at all times.
• Effectively handles customer concerns and requests.
• Comply all applicable rules, regulations, laws, and policies with highest levels of integrity and honesty.
• Enthusiastically supports, actively promotes and demonstrates superior customer service in accordance with department and company standards and programs.
• Utilizes effective communication tools to ensure that consistent, accurate and timely information is provided through the shifts.
• Implement and manage benefits and birthday gifts of VIP.
• Supervises the Club Desk, Reservation and Driver team including continuing training, coaching, counseling, and performance rewards; conducts timely performance reviews, completes relevant paperwork, and stores employee files and papers in a safe office.
• Assists in staff selection, training, recognition, separation of employment and other human resources related issues.
• Identify/ improve/ track of existing products/services and/or progress on new initiatives.
• Manage the Drivers team to ensure they maintain high- quality customer service standards to internal and external.
• Responsible for making sure staff welcome guests when they arrive and treat one in a courteous and pleasant manner.
• Ensures that staff behavior and appearance are in compliance with established standards.
• Performs other duties as may be assigned by department and/or company management.
• Responsible for controlling labor on duty through proper forecasting and scheduling of staff. Adjusts daily work based upon business needs.
• Provide approval complimentary service/ convey Membership Card/Tier program and qualification requirements to patrons/ prospective gaming guests.
• Manage the Reservation team to ensure they maintain high- quality customer service standards to internal and external with daily tasks on booking hotels, restaurants, spas, flights, in terms of reserving the booking for our customers.
• Ensure hygiene at workplace and public areas.
• Performs all job duties in a safe and responsible manner.
• Participates in meetings and training as required.
• Knowledge and be able to explain games regulations, marketing promotions and programs.
• Completes understanding and adhering to the disciplinary policies including but not limited to coach and counsel staff and the use of the progressive discipline to modify performance.
• Maintains a professional work environment between managers and staff. Maintains harmony among staff and resolves grievances.
• Monitor activities of all employees in the Club Desk making sure they adhere to the guidelines in the Grooming Standards, employee handbook and club policies and procedure.
• Effective communicator to ensure that consistent, accurate and timely information is provided to all shifts.
• Addresses and manages complaints, grievances or concerns from employees.
• Resolve and handle customer’s issues and complaints in a professional, efficient and courteous manner.
KEY FUNCTIONS
Human Resource Development
• Provide the necessary counselling and/or disciplining of staff as required;
• Take an active interest in the Host Marketing area’s workforce recruitment, training, development and performance;
• Ensuring staff motivation and performance is of the highest priority;
• Ensure all staff present themselves for work in the appropriate uniform and condition;
• Ensure efficient allocation of Staff Resources to satisfy demand, yet without incurring additional, unnecessary labour costs;
Guest Comfort
• Ensuring the highest levels of customer service and standards are maintained at all times;
• Ensuring guest comforts are provided to the highest standards;
• Handling and resolving all customer complaints and requests;
• Approving the allocation and redemption of Guest Complimentary items as per Standard Procedures;
Management Reporting
Responsible for Daily management reports including:
• Guest Feedback, complaint and compliments
• Reports
• All other material required to ensure an effective line of communication.
