KEY FUNCTIONS
Member Engagement & Service Delivery:
- Deliver bespoke experiences for members and guests of Cosmo Club.
- Anticipate member needs and follow up to ensure satisfaction and loyalty.
- Foster a high-touch, exclusive atmosphere through service consistency.
Event & Reservation Coordination:
- Manage reservations for events, shows, dining, and private bookings.
- Coordinate special arrangements such as birthday setups, private tours, or preferred seating.
Internal Communication & Collaboration:
- Work closely with Host, F&B, Gaming, and Security teams to fulfill guest service requirements.
- Provide daily updates and shift handover reports for smooth transitions between concierge staff.
VIP & Loyalty Management:
- Maintain updated profiles of VIP and frequent members to provide tailored services.
- Ensure discreet handling of sensitive guest preferences and requests.
Feedback Handling & Documentation:
- Log guest interactions and service recovery details in CMS or concierge logs.
- Identify recurring service gaps and propose improvements to management.
QUALIFICATIONS INCLUDE THE FOLLOWING:
- Experience in a customer service or hospitality role, with a focus on guest relations is a plus
- Strong interpersonal and communication skills, with the ability to interact effectively with guests and team members.
- Proficiency in English; additional languages such as Mandarin, Cantonese, or Korean are an asset.
- Availability to work varied shifts, including nights, weekends, and holidays.
- A high school diploma is required; additional education in hospitality or related fields is a plus.
- Knowledge of hospitality management software and Microsoft Office Suite.
