Client Services Manager

Job Description: Guest Relations Officer (Casino Goa)

Position Title: Guest Relations Officer
Department: Guest Relations
Location: Casino, Goa
Reports To: Guest Relations Manager

Job Summary:

The Guest Relations Officer (GRO) is the primary point of contact for casino guests, ensuring an exceptional guest experience through personalized service, effective communication, and prompt resolution of issues. The GRO will assist in maintaining high guest satisfaction levels by providing professional, friendly, and efficient service, and ensuring that all guests' needs are met in accordance with casino standards.

Key Responsibilities:

• Guest Interaction:
• Greet guests with warmth and friendliness, ensuring a positive first impression of the casino.
• Respond promptly to guest inquiries, offering assistance with their needs, including reservations, promotions, games, and other services offered by the casino.
• Address and resolve guest complaints, concerns, or feedback in a professional and timely manner.
• Maintain a high level of guest engagement by anticipating and fulfilling their needs during their stay.
• Guest Assistance:
• Provide personalized service to VIP and high-roller guests, ensuring that their special requests are promptly attended to.
• Assist guests with directions, information on events, dining, entertainment, and any other casino-related services.
• Coordinate with other departments (Security, Housekeeping, Food & Beverage, etc.) to ensure seamless guest experiences.
• Guest Data & Profile Management:
• Maintain and update guest profiles in the casino’s CRM system, ensuring guest preferences and histories are recorded accurately.
• Identify and track repeat guests, ensuring they receive tailored services and offers.
• Monitor guest feedback, conduct surveys, and report findings to management for continual improvement.
• Promotions & Events:
• Inform guests of ongoing casino promotions, loyalty programs, and events.
• Assist in organizing and executing special events and guest services for casino promotions.
• Promote exclusive offers and upsell services, such as restaurant reservations or VIP packages.
• Operational Support:
• Ensure smooth operations during guest check-ins and check-outs, providing accurate information regarding guest accounts, loyalty points, and casino rewards.
• Assist in managing guest expectations regarding casino policies, ensuring clarity around rules, dress codes, and behavior expectations.
• Collaborate with the Security and Surveillance teams to ensure guest safety and prevent any potential disruptions.
• Administrative Duties:
• Maintain accurate records of guest interactions, incidents, and feedback in compliance with the casino’s operational policies.
• Assist in the preparation of daily or weekly reports for management, detailing guest feedback and areas of improvement.
• Handle administrative tasks such as booking reservations, processing inquiries, and maintaining guest-related paperwork.

Skills and Qualifications:

• Experience:
• Minimum 1-2 years of experience in guest relations, hospitality, or customer service, preferably in a casino, hotel, or entertainment environment.
• Prior experience in handling VIP guests and high-net-worth individuals is a plus.
• Communication:
• Exceptional verbal and written communication skills.
• Ability to communicate effectively in English, Hindi, and/or other regional languages (e.g., Konkani) is an advantage.
• Interpersonal Skills:
• Strong ability to build relationships with guests and create a welcoming atmosphere.
• Excellent problem-solving skills and the ability to handle difficult situations with professionalism and tact.
• Technical Skills:
• Basic knowledge of CRM systems and computer applications (Microsoft Office, booking systems).
• Familiarity with casino operations and loyalty programs is a plus.
• Attention to Detail:
• Ability to handle multiple tasks at once while maintaining high levels of accuracy and attention to detail.
• Flexibility:
• Ability to work in shifts, including nights, weekends, and holidays, as required by casino operations.
• Personal Attributes:
• Outgoing personality with a strong sense of hospitality.
• Ability to stay calm under pressure and handle guest concerns with patience and professionalism.

Physical Requirements:

• Ability to stand for extended periods of time.
• Must be able to move around the casino floor efficiently and respond to guest needs promptly.

Key Performance Indicators (KPIs):

• Guest satisfaction score (via surveys and feedback).
• Resolution time for guest complaints or issues.
• Number of repeat guests or VIP referrals.
• Effective promotion and event execution.
• Adherence to operational and safety standards.

Job Type: Full-time

Pay: ₹24,000.00 - ₹30,000.00 per month

Schedule:

• Rotational shift

Work Location: In person

Application Deadline: 20/07/2025
Expected Start Date: 01/08/2025