Assistant Host Manager ( Chinese/Korean Speaking )

OVERVIEW OF POSITION

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.

Daily Major Responsibilities

• Responsible for making sure staff welcome guests when they arrive and treat one in a courteous and pleasant manner.

• Responsible for controlling labor on duty through proper forecasting and scheduling of staff. Adjusts daily work based upon business needs.

• Assists in staff selection, training, recognition, separation of employment and other human resources related issues.

• 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.

• Enthusiastically supports, actively promotes and demonstrates superior customer service in accordance with department and company standards and programs.

• Effective communicator to ensure that consistent, accurate and timely information is provided to all shifts.

• Effectively handles customer concerns and requests.

• Addresses and manages complaints, grievances or concerns from employees.

• Utilizes effective communication tools to ensure that consistent, accurate and timely information is provided through the shifts.

• Ensures that staff behavior and appearance are in compliance with established standards.

• Maintains a professional work environment between managers and staff. Maintains harmony among staff and resolves grievances.

• Maintains complete confidentiality of all company information at all times.

• Participates in meetings and training as required.

• Performs all job duties in a safe and responsible manner.

• Performs other duties as may be assigned by department and/or company management.

• 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.

• Implement and manage benefits and birthday gifts of VIP.

• Comply all applicable rules, regulations, laws, and policies with highest levels of integrity and honesty.

• Identify/ improve/ track of existing products/services and/or progress on new initiatives.

• Resolve and handle customer’s issues and complaints in a professional, efficient and courteous manner.

• Knowledge and be able to explain games regulations, marketing promotions and programs.

• Provide approval complimentary service/ convey Membership Card/Tier program and qualification requirements to patrons/ prospective gaming guests.

• 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.

• 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.

• Manage the Drivers team to ensure they maintain high-quality customer service standards to internal and external.

• Ensure hygiene at workplace and public areas.

KEY FUNCTIONS

Human Resource Development

• Take an active interest in the Host Marketing area’s workforce recruitment, training, development and performance;

• Ensure efficient allocation of Staff Resources to satisfy demand, yet without incurring additional, unnecessary labour costs;

• Ensure all staff present themselves for work in the appropriate uniform and condition;

• Provide the necessary counselling and/or disciplining of staff as required;

• Ensuring staff motivation and performance is of the highest priority;

Guest Comfort

• Ensuring the highest levels of customer service and standards are maintained at all times;

• Approving the allocation and redemption of Guest Complimentary items as per Standard Procedures;

• Handling and resolving all customer complaints and requests;

• Ensuring guest comforts are provided to the highest standards;

Management Reporting

Responsible for Daily management reports including:

• Reports

• Guest Feedback, complaint and compliments

• All other material required to ensure an effective line of communication.

General Requirements

• May be called to deputise for the Host Manager during leave of absence for annual, long service or educational leave;

• Attend regular management meetings;

• Be assigned, from time-to-time, to special projects that are being undertaken;

• Provide advice in conjunction with the Host Manager on the development of the department’s objectives, policies and programs;

• Assist in appraising the department’s activities - monitoring and evaluating performance.

Decision Making

• Devises solutions to operational issues to achieve goals and objectives.

• Has the authority to authorise the use of guest complimentary accounts as per Standard Operating Procedures.

• Has the authority to handle and decide on the most relevant course of action for a guest dispute as per Standard Operating Procedures.

• Identifies processes and procedures which require action to mitigate risk.

• Provides advice and an operational framework in relation to the running of the operation.

Problem Solving

Nature of Assignment

Work consists of broad functions and processes such as

• Identifies and solves problems straight away with minimum of fuss and inconvenience to the guest.

• Planning and leading efforts to address issues in areas where precedents do not exist; and

• Establishing new concepts and approaches.

What Needs to Be Done

Decide what needs to be done by conducting extensive investigation and analysis of largely undefined factors and conditions to determine the nature and scope of problems and to devise solutions.

Difficulty and Originality Involved

Effort to develop new concepts, theories, or programs, or to solve problems that have previously resisted solution.

Working Relationships

• Has a range of relationships with the other Managers, General Manager, employees, other departmental managers, and representatives of associations, Unions, Government, and the community often in unstructured settings.

• Uses these relationships to influence and persuade employees, managers and others to accept and implement recommendations and decisions. May encounter resistance as a result of issues such as organisational conflict, competing objectives, or resource problems.

Position Guidelines

• Keep the Host Manager apprised of the day to day occurrence of the shift climate, identifying problems either actual or anticipated, communicates with employees, and offers consultative assistance as well as sharing responsibility for organisational development.

• Maintain high level of ethics, prudence, creativity, productivity and demonstrates a concern for the supervision and development of staff.

• Apprise the Host Manager of trends, changing circumstances and unexpected occurrences that could call for innovation or adaptation of the operational or strategic plan.

Personal Characteristics / Competencies

The characteristics of a successful Assistant Host Manager include honesty, straightforwardness, integrity, accountability, leadership and dedication. He/she must demonstrate interpersonal relations skills, be a good communicator, be administratively competent and be able to communicate the department's vision.

QUALIFICATION REQUIREMENTS:

• Bachelor’s degree from college or university; and a minimum of 3-5 years’ experience in a management position; or equivalent combination of education and experience.

• Excellent in customer services skills: deal with complaints, problem solving, disturbances, special requests and any other issues that may be raised.

• Excellent communication skills both written and oral. Ability to: read, analyze, interpret and comprehend technical procedures, government regulations, business periodicals, instructions, and correspondence/memos; write reports, business correspondence and procedure manuals; effectively present information and respond to questions from groups of managers or staff, customers and the general public.

• Ability to accurately calculate figures and amounts and perform mathematical functions applicable to business needs.

• Ability to define problems, collect data, establish facts and draw valid conclusions.

• Ability to interpret a variety of technical and mathematical formulas.

• Ability to interpret and follow through on a variety of instructions furnished in written, oral, diagram or schedule form.

• Management experience in Club Desk and thorough knowledge of all casino games and casino operations to include electronic table games.

• Knowledge of database software.

• Be the specialist in the player tracking system.

• Results oriented, hands-on professional with the ability to interact effectively with the public, staff and colleagues.

• Must have the ability to resolve problems and conflicts in a diplomatic and tactful manner.

• Must demonstrate leadership and fairness in dealing with customers and employees; and, possess the ability to instill a sense of pride and personal responsibility in staff.

• Flexible to work all shifts including holidays, nights, weekend hours and overtime as business needs dictate.