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- Tasks: Lead guest engagement strategies and deliver exceptional service experiences.
- Company: Join Genting Casinos, a leading leisure business in the UK with a commitment to outstanding customer service.
- Benefits: Enjoy flexible benefits, private GP helpline, gym discounts, and career development opportunities.
- Why this job: Be part of a diverse team enhancing VIP guest experiences and cultural engagement.
- Qualifications: Fluency in Arabic or Indian languages and 3-5 years in customer relations required.
- Other info: Flexible hours and travel may be necessary; cultural awareness is key.
The predicted salary is between 30000 - 70000 £ per year.
We are seeking a dynamic and culturally fluent Customer Relations (CR) Manager to lead both our domestic and international guest engagement strategy. This individual will play a critical role in developing relationships with a diverse clientele, with a particular focus on high-value guests from the Middle East and the Indian subcontinent. The ideal candidate will be fluent in Arabic or the following Indian languages: Hindi, Gujarati, Punjabi, and Bengali.
As a CR Manager, you will be responsible for delivering exceptional service experiences, driving loyalty among our client base, and enhancing the overall customer journey. You will collaborate across departments to ensure that all VIP guests receive personalized and culturally attuned service.
Key Responsibilities:- Build and maintain strong relationships with domestic and international VIP players, particularly those from the Middle East and South Asia.
- Ensure guest satisfaction by providing seamless and culturally aware service experiences throughout the property.
- Develop and implement tailored engagement strategies for guests to increase visitation and retention.
- Plan and host exclusive events, gaming promotions, and experiences aligned with cultural preferences.
- Serve as the main point of contact for high-value international guests, responding to inquiries, resolving issues, and proactively anticipating their needs.
- Collaborate with the marketing, gaming, and F&B teams to coordinate services and enhance the guest journey.
- Monitor player activity and segment performance using CRM systems and player tracking software.
- Supervise and train CR team members to uphold high standards of guest service.
- Stay informed on cultural trends, holidays, and preferences relevant to target markets.
- Ensure compliance with internal policies, responsible gaming practices, and regulatory requirements.
- Bachelor’s degree in Hospitality, Marketing, Business, or a related field (or equivalent experience).
- Fluency in Arabic or the Indian languages (Hindi, Gujarati, Punjabi, or Bengali) is required.
- Minimum 3-5 years of experience in casino customer relations, player development, or hospitality services, including team leadership.
- Proven experience working with international or multicultural client segments.
- Strong interpersonal, communication, and problem-solving skills.
- Proficiency with CRM systems and player tracking tools.
- Willingness to work flexible hours, including nights, weekends, holidays, and be prepared to travel.
- Additional language fluency is a plus.
- Experience working in international casino or resort settings.
- Strong cultural awareness and ability to adapt service approaches to different guest preferences.
- Company funded benefits
- Private GP helpline.
- Discount portal for popular retailers, restaurants, leisure and more.
- Pension scheme.
- Life assurance.
- Employee assistance programme - A confidential helpline providing 24/7 advice and counselling whatever the issue.
- 20% discounted gym membership.
- Mental health support.
- Family-friendly and wellbeing policies.
- Flexible benefits designed for employees to choose the best package for their personal needs.
- Health Cash Plan (level 1 is company funded).
- Critical illness cover.
- Dental insurance.
- Travel insurance.
- Health Screening.
- Rewards, recognition, development, and events.
- Career development opportunities.
- Genting Academy - online learning portal.
- Long service awards.
- Staff social fund.
- Annual company Christmas present.
- A range of social engagement activities such as a company-wide pub quiz, Croupier of the Year Awards, and a 5-a-side football tournament.
Genting Casinos is one of the UK’s most popular leisure businesses and is proud to deliver outstanding service to our customers in our casinos nationwide. As part of the Genting Group, which employs 62,000 people worldwide, we are passionate about our values and providing our colleagues and customers with a fantastic experience.
As an inclusive and diverse employer, we celebrate individuality and value the contribution that each person brings to our workplace. We continue to gain an understanding of the needs and requirements of our customers, colleagues and prospects and actively embrace and accommodate these. If you require any support in relation to your interview, such as guidance, advice or any adjustments, please contact us.
Customer Relations Manager employer: Genting Casinos UK Ltd. Careers
Contact Detail:
Genting Casinos UK Ltd. Careers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Manager
✨Tip Number 1
Familiarise yourself with the cultural nuances and preferences of high-value guests from the Middle East and Indian subcontinent. Understanding their expectations can help you stand out during interviews and demonstrate your commitment to providing exceptional service.
✨Tip Number 2
Network with professionals in the casino and hospitality industry, especially those who have experience in customer relations. Attend relevant events or join online forums to connect with others who can provide insights or even referrals for the position.
✨Tip Number 3
Showcase your language skills by practicing conversational Arabic or one of the Indian languages mentioned in the job description. Being able to communicate effectively with potential clients will not only enhance your application but also prepare you for the role.
✨Tip Number 4
Research Genting Casinos and their approach to customer relations. Understanding their values and service philosophy will allow you to tailor your responses during interviews, demonstrating that you are aligned with their mission and ready to contribute.
We think you need these skills to ace Customer Relations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer relations, particularly in the casino or hospitality sectors. Emphasise any multicultural experience and language skills that align with the job requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of diverse cultures. Mention specific examples of how you've successfully engaged with high-value clients in the past.
Highlight Language Proficiency: If you are fluent in Arabic or any of the specified Indian languages, make this prominent in your application. This is a key requirement for the role and can set you apart from other candidates.
Showcase Problem-Solving Skills: In your application, provide examples of how you've resolved customer issues or improved service delivery in previous roles. This will demonstrate your ability to handle the responsibilities of a Customer Relations Manager effectively.
How to prepare for a job interview at Genting Casinos UK Ltd. Careers
✨Showcase Your Cultural Fluency
As a Customer Relations Manager, it's crucial to demonstrate your understanding of diverse cultures, especially those from the Middle East and South Asia. Be prepared to discuss how your language skills and cultural knowledge can enhance guest experiences.
✨Highlight Your Relationship-Building Skills
This role focuses on building strong relationships with VIP guests. Share specific examples from your past experiences where you successfully engaged with high-value clients and how you tailored your approach to meet their unique needs.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-life situations. Think of scenarios where you had to resolve guest issues or improve service delivery, and be ready to explain your thought process and outcomes.
✨Demonstrate Team Collaboration
Collaboration across departments is key in this role. Be ready to discuss how you've worked with marketing, gaming, or F&B teams in the past to create memorable experiences for guests, showcasing your ability to work as part of a team.
