REQ13916 Image Ambassador (Open)
POSITION SUMMARY:
The Image Ambassador is responsible to ensure that ensuring a high standard of guest relations is provided to all patrons. All dealings with both external and internal customers must be efficient, effective and professional at all times. Must be pleasant in a manner to enhance the Customer Service standards of Melco Resorts & Entertainment. Exceptional presentation and communications skills are required.
PRIMARY RESPONSIBILITIES:
- The Image Ambassador should be able to represent our new flagship hotel - Morpheus and deliver the first impression to our guests with the feeling of luxury, elegant and unique, offering our guests the highest international standards and experiences
- Participate/ perform in all kinds of Company’s events
- Meet and greet patrons and its guests at the entrances to City of Dreams, Studio City or Altira and potentially at the airport, ferry terminals and border gate arrivals, and assisting them with hotel check-ins.
- Receives guests in a warm and welcoming manner.
- Monitors and identifies the needs of our patrons and offer to help accordingly such as restaurants’ bookings, hotel reservations etc, ensuring that customer service meet with and / or exceeds guest expectations.
- Always considerate and understanding of our guests in every occasion.
- Personally takes responsibility for their work area and “ownership” of guest basic problems until they are resolved or refer it to Senior Host for guidance if it deems complicated.
- Assists new and walk-in patrons by being able to explain the City of Dreams, Studio City or Altira property and all its services and entertainment possibilities
- Be familiar with City of Dreams, Studio City or Altira products, events and offers to be able to answer customers’ and colleagues’ enquire.
- Adhere to all Company policies and procedures.
- Report accidents, injuries, unsafe work conditions and / or security issues to supervisors.
- Perform other reasonable job duties as assigned by superior from time to time.
QUALIFICATIONS:
Experience
- Experience in a hospitality or Casino environment is desired.
- Modelling and hosting skills are preferred
Education
- High school diploma or equivalent professional training
Skills / Competencies
- Excellent communication and presentation skills
- Pleasant and mature disposition
- Good communication and customer service skills
- Ability to build rapport with all customers – both external and internal
- Ability to maintain confidentially and action sensitive issues with discretion
- Excellent organisational and time management skills
- Ability to multi-task and work under pressure
- Ability to read and communicate in Cantonese / Mandarin / English
- Ability to work on flexible shift including overnight, weekends and holiday on rotation basis
- Ability to work on overtime when needed
Advantageous Skills
Personal Characteristics:
- Customer Service Focussed
- Approachable
- Diplomatic
- Flexible
- Excellent grooming, hygiene and presentation
- Displays integrity
- Is enthusiastic regardless of the repetitive nature of some tasks
- Highly motivated
- Organised
- Cooperative
- Efficient
- Sense of humour
- Team player
- Pays attention to detail
