Customer Experience Representative

The Customer Experience Representative enhances the guest experience on the Gaming Floor by delivering exceptional customer service, fostering strong customer relationships, and supporting marketing and promotional activities.

Position Summary

The Customer Experience Representative enhances the guest experience on the Gaming Floor by delivering exceptional customer service, fostering strong customer relationships, and supporting marketing and promotional activities. The position plays a key role in guest engagement, VIP hosting, and serving as announcer/emcee for club events. 

Key Responsibilities

1. Enhance Customer Experience on the Gaming Floor

• Engage customers and conduct surveys to gather feedback on service quality.
• Monitor guest service delivery and take steps to address gaps where standards are not met.
• Maintain a professional appearance and demeanor consistent with Company standards.
• Host VIP guests during key events and ensure their needs are anticipated and met.

2. Develop and Maintain Customer Relationships

• Monitor player activity and recommend value-added services.
• Assist in identifying customer service issues and escalate complaints to Managers where required.
• Prepare and submit reports with recommendations for improved service delivery and enhanced guest experience.

3. Support Marketing & Promotional Engagement

• Maintain and update records for customers.
• Inform guests about upcoming promotions, events, and club initiatives.
• Provide reports on customer behaviour, feedback, and suggestions for improved engagement.

4. Assist at Events and Functions

• Support planning, organizing, and executing club events, including setup and breakdown.
• Serve as Public Address System Announcer and emcee during events, promotions, and on-floor activities.
• Demonstrate thorough knowledge of promotional games while hosting.
• Actively encourage and motivate customer participation during promotions and activities.
• Capture images and videos of key events and submit to the Marketing Team promptly.
• Prepare post-event reports highlighting successes, challenges, and recommendations for improvement.

Job Requirements

Education

• Broadcasting certificate from a recognized institution or evidence of completion.

Experience

• Minimum of 3 years’ experience in a customer service role within the Gaming or Hospitality sector.
• Demonstrated performance record in guest-facing environments.

Technical Skills

• Proficiency in:
• Business email communication
• Microsoft Office (Word, Excel, PowerPoint)
• Public address and sound systems

Competencies and Abilities

• Positive, friendly, and engaging personality.
• Minimum 2 years’ working knowledge of the Gaming Industry.
• High standard of personal appearance and professionalism.
• Strong customer service orientation.
• Excellent active listening and communication skills.
• Social perceptiveness and ability to read customer cues.
• Persuasive communication and problem-sensitivity skills.
• Strong oral expression and comprehension abilities.