Company Description
BETTER BEGINS HERE
Crown Resorts is a great place to visit and it’s an even better place to work, a place where you can play your part in creating joyful experiences for our guests and our people. We value passion, creativity, and an appetite for change - for the better. Here, you’ll be part of the team, empowered to explore more, experience more and supported by your leader to grow and develop.
This a 12 month Fixed-Term Position.
Job Description
The Club Host will endorse and maintain the department’s business objectives by executing all the required compliance, operational and service initiatives within Crown Rewards. Reporting to the Loyalty Operations Manager, this role will support the Crown Rewards team in meeting its strategic objectives by faithfully following all compliance processes, skilfully performing all operational initiatives, and providing a professional but personable level of exceptional service.
Objectives of this role:
- Execute all the core compliance, operational and service initiatives within Crown Rewards
- Maintain a strong technical capability to ensure agile function in a variety of operational environments.
- Implement the department’s business objectives and seek clarity when required.
- Perform all service recovery with consideration for the department’s financial objectives, and all without compromising Responsible Gaming guidelines.
- Be respectful, professional, and mature when involved in workplace behaviour and performance processes.
- Adhere respectfully to all directives from the Loyalty Operations Manager, abide by Crown’s Values – appropriately escalating any off-brand concerns.
- Delegate appropriately by maintaining relationships with the various pertinent stakeholders.
- Report competently on all the key Crown Rewards area deliverables.
- Facilitate the end-to-end processes of promotions and event as required.
- Communicate consistently with management for a clear vision of all end-to-end processes and objectives.
- Produce seamless end-to-end solutions for customer enquiries and problems.
- Maintain excellence in customer engagement, guest duty of care, and always operate with a ‘Service’ mindset.
- Communicate regularly, transparently, and confidently to ensure customers and employees benefit from the experience.
- Provide authentic service recovery techniques to address minor incidents and escalate to address incidents of greater implication.
- Ongoing utilisation of various bespoke software and hardware technology to address all operational and access requirements of the role.
- Maintain an excellent physical and technical working environment for all Club Hosts to enhance the team member and guest experience. Research, review and communicate/escalate all Club Host related compliance matters immediately.
- Ensure compliance with and adherence to all relevant legislation and policies and procedures in relation to Responsible Service of Gaming (including training), and the Responsible Gambling Code of Conduct.
- Complete all mandatory Compliance Training including online modules, refresher training, remedial training (if required) and in person targeted training in a timely manner.
- Monitor, encourage and reward compliance and adherence for direct reports/team/department.
Additional Information
This role requires
- Availability to work a 24/7 rotating roster
- Multi-lingual capability is not a necessary element of this role however can help with the customer service responsibilities and is highly desirable.
- Well developed:
- Communication,
- Inter-personal skills
- Customer service
- Integrity, Ethical Behaviour and Professional Conduct
- Computer Literacy
- General gaming and complex-wide knowledge
What you can expect from us
On top of exciting career possibilities, we offer better exposure to experiences and learning. To see our range of benefits and opportunities visit Crown Resorts Careers.
Our Crown Community celebrates uniqueness and embraces diversity. We welcome the creativity, insights and experiences from people of different race, age, religion, cultural background, gender, people with disability, people who identify as LGBTIQ+ and Aboriginal and Torres Strait Islander; people like you.
