Shift Manager, Rewards Club

Main Purpose of the Job
Reporting to Manager/Senior Manager, Shift Manager of Rewards Club will be primarily responsible in making sure of the success and overall direction and management of all activities and to maintain standards of service, organization and management of daily operations for the Casino Membership and Loyalty/Rewards Program.  The role will responsible in handling all functions of casino membership counters and all activities related to the membership and loyalty program.
 

Key Duties and Responsibilities
• Oversee the work flow processes each shift and ensure all standard operation procedures and audit procedures are being followed for all functions and activities at casino membership counter as well as monitoring all activities carried out by representatives and senior representatives to ensure that the department’s objectives are achieved and maintained.
• Responsible for all activities related to membership acquisition and to maintain a high level of data accuracy on membership database.
• Responsible to ensure all IT peripherals and equipment are in good working order and liaise with relevant IT support team in managing the system downtime and equipment maintenance.
• Interact with guests which may include solving customer disputes through some means of compensation within department guidelines.
• Promote a high level of excellent customer service to all customers to build and expand customer relationships and service delivery. 
• Response via phone call or email to guests and other departments queries, requests and/ or complaints with regards to casino membership and loyalty program.
• Remain knowledgeable on company’s product and property knowledge, up to but not limited to events, promotion offers, room categories, food and beverage offerings and the entertainment calendar.
• Coordinate with the gaming operation department to identify new and experienced players with intention of recruiting them in casino membership or educating them in casino rewards.
• Carry out promotion of special events when required through telephone contact and/or personal communication, attending such events and participating when appropriate.
• Communicate, both orally and in writing, to current, new and past guests answering questions, extending invitations and resolving any related disputes, as necessary.