Customer Relations Host £28\'000 + TIPS in Stratford-upon-Avon

Are you passionate about delivering exceptional customer service? Would you like to work in a fun, vibrant industry? We have a vacancy for a Customer Relations Host to support the growth of our business by providing a high class service to both new and existing customers. You will play a key role in driving new and repeat business within your designated club and, where appropriate, more widely across Genting. You will also ensure that licensing objectives and safer gaming responsibilities remain at the forefront of all customer interactions, including those with high value customers. You will need to be flexible and able to work a variety of shifts within a 24/7 operation.

Key responsibilities, skills, experience and behaviours include:

• Providing a consistently high class customer experience to both new and existing customers within the club.
• Using the player management system to identify new or lapsed customers, understanding reasons for disengagement, and re-engaging where appropriate.
• Working collaboratively with all departments to ensure the customer experience is seamless and exceptional throughout the location.
• Supporting customer relations managers in producing activity reports for the general manager as required.
• Assisting in the planning and delivery of customer events within the club.
• Supporting management with enhanced customer due diligence, social responsibility, and safer gaming reporting, including translation support when needed.
• Monitoring competitor activity via social media and websites, where applicable.
• Helping customers understand the interactive offer and assisting with offer redemptions.
• Ensuring full adherence to all Genting policies on triggers, customer due diligence, enhanced due diligence, safer gambling and affordability.
• Completing and passing all mandatory training relevant to the role in a timely manner.
• Demonstrating high standards of written communication and maintaining strong verbal communication and interpersonal skills.
• Confidently engaging with new guests and delivering excellent customer service in a fast-paced environment.
• Effectively prioritising and managing multiple tasks while maintaining accuracy and professionalism.
• Showing a good understanding of technology relevant to the role.
• Adopting a positive and flexible attitude when responding to changing priorities and business needs.
• Working effectively with internal departments and demonstrating strong communication across teams.
• Considering wider regional priorities and contributing positively to business objectives.
• Maintaining flexibility around working hours and being able to travel as required.

WHAT WE OFFER

As well as an excellent salary and TIPS, we are dedicated to providing our colleagues with a vast range of benefits including:

• Company funded benefits
• Private GP helpline.
• Discount portal for popular retailers, restaurants, leisure and more.
• 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.
• Travel insurance.
• Health Screening.
• Rewards, recognition, development, and events
• 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.

*Subject to eligibility.

OUR BUSINESS

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.