Customer Service Ambassador ( Chinese/Korean Speaking )

Overview of PositionPromotes guest relations, which include providing services to customer on Mass floor who have not yet been assigned MA but they are potential customer.Duty and Responsibilities: • On Floor: • The Customer Service Ambassador is responsible for providing excellent customer service to all customers and representing Palazzo Club in a positive and professional manner. Ambassador will be a brand representative, who creates a welcoming environment and a personal touch to each customer’s experience. • Manage the Palazzo Club Desk’s counters and assist with Palazzo Membership enrollment. • Provide excellent and delightful service to all potential Palazzo guests and assist them with their needs and requests. • Attending daily briefing to ensure valuable information and updates are shared among team members, including updated property information. • Answers all inquiries concerning the Tier program and explains Tier Program benefits. • Meets and greets players on the Palazzo Club floor, at special events and promotions. • Provide additional support to Transportation team at the airport to enhance the guest welcome experience, providing a sense of luxury and importance to each guest. • Responsible for identify and attract potential new customers for development of high-end customers. • Responsible to handle all requests, complains and concerns of customer. • Initiates phone contact with premium patrons to drive trips. • Reconciles all comps outside of point redemption. • Maintains a detailed record of each customer’s account. • Handles all room, spa, transportation, flight reservation request from customers. • Handles customers retention and reactivation. • Welcomes guests, provides exceptional customer service, encourages guests to enroll guests in the Membership/Tier Program. • Arranges for special services related to top tier players. • Another Task: • Telemarketing: - Daily call customer based on the provided list from CRM (member draw, event, promotion, rebate, missing customer). - Blast SMS for free play expiration, birthday promotion and another designed promotion. - Internal conduct checking customer services from Palazzo service (BD’s Service, Operation’s Service, Floor environment). - Conduct telemarketing program by quarterly based on the provided list from CRM. - Performs other duties as assigned.