REQ8353 Senior Manager, Business Development (Open)
Melco Resorts & Entertainment in Cyprus
Melco Resorts & Entertainment (Melco) is the developer and operator of the upcoming integrated resort, City of Dreams Mediterranean, which is expected to be the largest and premier integrated resort in Europe. The Company’s unique blend of design, entertainment and quality sets the company apart, making it the global leader in premium integrated resorts. As recipient of more than 650 awards international, regional and local awards, Melco’s esteemed achievements highlight the Company’s dedication to exceptional hospitality and service excellence. With its entire property portfolio honored with the top tier, Forbes Travel Guide Five-Star recognition, Melco leads among integrated resort operators in Asia. Melco’s four signature restaurants across Melco properties are honored by Michelin Guide Hong Kong Macau 2021 with a collective total of seven Michelin-stars. With its growing international presence and approximately 20,000 colleagues globally, Melco actively contributes to the communities in which it operates. The Company values colleagues as the heart of the business and was named one of the “Best Companies to Work for in Asia” by HR Asia for two consecutive years (2019-2020). Furthermore, Melco has received numerous accolades for its contributions to the community, including being named winner of “Community Award – Asia” at 2020 Industry Community Awards and being voted “Socially Responsible Operator of the Year” at International Gaming Awards 2019.
As part of Melco, City of Dreams Mediterranean will be driven by the Company’s commitment to excellence. It is set to be a world-leading integrated resort and landmark for Cyprus and the wider region, offering a range of attractions and entertainment options including luxury accommodation, fine dining, recreation and MICE facilities. City of Dreams Mediterranean is set to boost tourism in Cyprus, attracting an additional 300,000 tourists annually and contributing significantly to alleviate seasonality. During the construction phase, City of Dreams Mediterranean is expected to create an estimated 4,000 local job opportunities, and approximately 2,500 permanent jobs once open.
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Melco also operates Cyprus Casinos in Nicosia, Ayia Napa, Paphos and Limassol.
POSITION SUMMARY:
The Senior Manager, Business Development (Hebrew, Arabic, Russian or Chinese speakers) is responsible to carry out all sales and business development activities set by management. He/she acts as a front-line sales and customer service ambassador on behalf of City of Dreams Mediterranean/C2 Cyprus Casinos. He/she locates, develops and acquires new business while ensuring that a high standard of guest relations is provided to all premium VIP customers in accordance with established service standards. All dealings with both external and internal VIP customers must be efficient, effective and professional at all times
PRIMARY RESPONSIBILITIES:
- Locates and develops/ acquires new business and captures premium VIP customers
- Retains VIP customers and increases loyalty by serving as a personal contact to premium VIP customers to ensure excellent customer service
- Determines and evaluates VIP customers’ casino activity to provide corresponding incentives and authorize or approve medium amount of allowance (e.g., Room, food, beverage, events tickets, promo chips, free play, airfare, or discounts)
- Drives incremental business, with a focus on new and inactive VIP customers and maintains customer base to support increasing the property’s VIP customer development efforts
- Makes critical business decisions regarding VIP customer allowances, and comps while managing VIP customers to a profitable level
- Works in conjunction with property personnel to assist and facilitate qualified in-house casino VIP customers
- Maintains highly confidential casino customer information by enforcing the privacy of all guests and limits requests for information about such guests in accordance with company policies
- Always maintains excellent service and contributes to guest satisfaction by displaying the highest quality service and friendliness by greeting all customers and provides proactive service by anticipating and meeting their needs
- Informs customers of the upcoming events and company activities through different communication channels available
- Participates and assists in all kinds of events which are targeted to premium guests
- Maintains effective communication with all concerned operation team including agencies and guest services
- Achieves client quotas/ targets/ goals as assigned the Company
- Liaises with Business Development Coordinator, Loyalty Marketing, Casino Services and Casino Marketing as to ensure all relevant client information, documentation and requests are recorded, fulfilled and reported in a timely manner
- Liaises with Loyalty Marketing, Transportation Team, Casino Services and Casino Marketing to ensure that customers receive premium service
KEY PERFORMANCE INDICATORS:
Sales Targets on non-Cypriot, new and already engaged Patrons
Sales Targets on incremental international business
QUALIFICATIONS:
Experience
- Minimum 7 years relevant experience in a sales and business development position with engagement with high net worth individuals, preferably in the casino industry
- Experience in the regional casino market is mandatory
Education & Qualification
- Tertiary qualifications
- Bachelor’s degree will be considered an advantage
Skills
- Proven track- record of success in a sales and business development role related to high-end services/ products and high net worth individuals
- Excellent command of English language
- Ability to converse in Hebrew, Arabic, Russian or Chinese
- Any other foreign language will be considered as an advantage subjective to the respective market segment
- Computer literate
- Excellent interpersonal and communication skills
- Proven customer service orientation and commitment to continuous improvement
- Excellent negotiation skills and time management skills
- Analytic and able to define problems, collect data, establish facts, and draw valid conclusions
PERSONAL COMPETENCIES:
- Flexible and accommodating as this may require extra hours out of working schedule
- Willing to work a 24/7 rotation schedule including night shifts, weekends and national holidays
- Able and willing to travel abroad, holder of valid passport
- Dynamic and enthusiastic
- Motivating, proactive and highly adaptive attitude
- Role-model for discretion, integrity and drive to achieve results
- Self- motivated, independent working and accepting accountability for results
- Leads others to achieve business objectives and encourages team-work
- Adopts and implements new approaches and practices to meet changing circumstances, energetic and enthusiastic
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