Customer Service Ambassador (Fluent in Chinese)

Key Responsibilities
The Customer Service Ambassador plays a key role in promoting guest relations and delivering exceptional service on the Palazzo Club floor. This position focuses on creating a welcoming environment, assisting guests with their needs, and identifying potential new members to enhance customer engagement and loyalty.
Overview of the Position
Guest Service & On- Floor Support
• Manage the Palazzo Club Desk, including membership enrollment and guest inquiries.
• Represent Palazzo Club in a professional and positive manner at all times.
• Greet and assist guests on the gaming floor, ensuring their needs and requests are promptly met.
• Provide accurate information about the Tier Program and explain member

Job Requirements
• Proficiency in Windows- based programs (Word, Excel, Outlook).
• Previous experience in a casino, hotel, or luxury hospitality environment.
• Bachelor’s degree in Business, Marketing, or a related field preferred.
• Ability to handle multiple tasks, solve problems, and work independently.
• Professional appearance and grooming standards required.
• Excellent communication and interpersonal skills with a strong customer- focused mindset.
• Must be able to work flexible hours, including weekends, holidays, and nights.
• Fluent in English and Mandarin (additional languages such as Korean or Japanese are a plus).
Preferred Attributes
• Proven ability to build rapport with high- value customers.
• Warm, engaging personality with strong service orientation.
• Team player with initiative, reliability, and attention to detail.
Benefits:
• Various employee engagement activities
• Comprehensive health care and 24/7 accident insurance
• Meal allowance
• Annual staff party and company outings
• 13th- month salary (and more performance- based bonuses)
• Free parking
• Attractive reward programs
• Annual health check- up
• Tips and incentives

• Coordinate with the Transportation team to welcome guests at the airport and ensure a luxurious arrival experience.
• Manage reservations for rooms, spa, transportation, and flights as requested by guests.
• Maintain detailed and up- to- date customer records in the system.
• Support special events, promotions, and VIP activities to enhance guest experience.
• Handle customer requests, complaints, and feedback efficiently and professionally.
Telemarketing & Customer Engagement
• Execute quarterly telemarketing programs to re- engage inactive members.
• Perform internal checks to ensure high service standards are maintained across departments.
• Send SMS notifications for free- play expiration, birthday offers, and promotional campaigns.
• Conduct daily outbound calls to customers based on CRM- provided lists (e.g., promotions, events, rebates, member draws).
• Initiate phone contact with premium patrons to encourage return visits and maintain customer retention.
Administration & Coordination
• Attend daily briefings to stay informed of property updates, events, and operational changes.
• Reconcile all complimentary offers and

Cập nhật gần nhất lúc: 2025-11-06 17:00:04