CITY OF DREAMS MANILA - INTERNATIONAL MARKETING

GUIDELINES & OPERATING PROCEDURES

STANDARD OPERATING PROCEDURE
DIVISION: INTERNATIONAL MARKETING REFERENCE No.: IM-GOP002-2014
DEPARTMENT: VIP SERVICES AFFECTS: VIP SERVICES EXECUTIVE
(SIGNATURE)
DATE OF ISSUE: APPROVED BY:

EFFECTIVITY: THOMAS LAWRENCE

VP – INTERNATIONAL MARKETING

SUPERSEDES: NIL PREPARED BY: VIP SERVICES

TABLE OF CONTENTS

1. General Orientation
2. Li Ying Club
3. Service Sequence
3.3 Pre-Arrival
3.4 Arrival Day
3.5 In House
3.6 Pre-Departure
3.7 Check Out & Send Off
4. Glossary
5. Definition of Terms

1. SERVICE SEQUENCE

AIRPORT TRANSFERS

Airport Pick Up Time Guide

Airport Terminal Pick Up Time
NAIA 1,2, 3 and 4 One (1) hour before ETA
DMIA (Clarkfield, Pampanga) Three (3) hours before ETA

Airport transfers to and from City of Dreams Manila (applicable to flights using NAIA Terminals 1,2,3, and 4) are
complimentary for Li Ying Club members, junket/group operators, representatives and staff.

Flights using DMIA terminal in Clark Airbase, Pampanga is subject to charges.

AIRPORT SERVICES
The airport representative is responsible in meeting the guest inside the airport upon arrival. The patron is met at
the luggage conveyor area with a signboard bearing the patrons’ name for easy identification. There are patrons
who prefer an alias on the signboard; some prefer their names on language characters (i.e., Chinese or Korean). It
is best to check with the marketing executive in charge or the junket staff on what they want the sign to show.

ARRIVAL DAY

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IN HOUSE
The VIP services team will be in contact with the patron the most for the duration of their stay. Therefore it is our
task to anticipate guest needs, monitor their general requirements and attend to their requests.

For departures, the airport representative assists the patron in checking in the flight, payment of travel tax (if
applicable) and terminal fees.

SETTLEMENT

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DEPARTURE AND SEND OFF

TRANSPORTATION PICK UP TIME AND PLACE

VIP host tasked to handle the patron’s sendoff must see to it that the vehicle reserved for the airport transfer is
sufficient for the patron and his/her companions. Always make room for luggage.

The vehicle booked for the airport transfer together with the chauffeur must be available and ready to go at least
thirty (30) minutes prior to pick up time. Vehicle engine and air-conditioning must be switched on prior to the pick-up
time, adjust the temperature to a comfortable level as needed.

1. JUNKET GROUP EXPENSES AND RECONCILIATION

1.1 Junket Post Master (PM) Account

All Fixed Room Junkets will have a holding a PM in Opera at Crown Towers and Nobu Hotel. The purpose of
this is to allow expenses incurred for that particular junket to be posted into their individual account for easier
tracking and monthly payments. Types of expenses a Junket may charge to their PM account includes hotel
room charges, restaurant charges, transportation charges and other miscellaneous. All specified charges will
require the Authorized Junket Personnel to sign as acknowledgment of the charges incurred before posting
into their PM account.

1.2 Daily PM Account Print out

Junket Representative usually requires the daily printouts of their PM account from OPERA and also the
complimentary expenditure incurred in SYCO. The Executive Host will produce these reports for the Junkets
daily. Further to this;

 VIP Services will provide to the Junkets, copies of other expenses incurred such as Hotel room folios,
restaurant charges, transportation charges and miscellaneous charges daily.

In case of any dispute, you may look for the scanned copy of the receipt from hotel F&B audit team if that
relates to non-gaming transaction.

On the 1st day of every month, the FRJO (fixed room junket operator) is due for monthly settlements. This is
when the monthly PM and complimentary expenses incurred in SYCO will need to reconcile with the junket
representative. It will be the responsibility of the VIP Executive Hosts to ensure that this role is carried out.

2. JUNKET CASHOUTS AND WINNINGS VERIFICATION

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The junket representative may often request to cash-out chips at the COD Cage. The cage will usually require
the assistance from VIP Services to verify that the transaction is confirmed winnings. It is part of the
Executive Hosts’ role to verify that this winning had taken place exactly from where the patron played.
Executive Host must liaise with Table Games to ensure that the gaming transaction is entered into SYCO
correctly.

Junket players may decide to TT the winnings to their designated bank account or even take a COD Cheque in
respect to cash. In this instance, the Cage will require the Player’s ID. The Executive Host is required to assist
in obtaining the patrons ID.

3. PREPARING PREMIUM PLAYER AND JUNKET SETTLEMENTS

The VIP Executive Host together with VIP Assistant Manager or VIP Manager is require to prepare the
necessary documents and verify that all gaming data and expense charges are correct before a
Premium/Junket settlement can take place. Below are the steps that may guide you in preparing for a
settlement.

 Request is received for a player settlement.

 Ensure with Table Games that all gaming data are entered and are correct.
 Ensure that any unused Non-Negotiable Chips are returned to the Cage and accounted for in the
Player’s rolling turnover.
 Ensure that all the expenses incurred are correct and updated in the players hotel account.
 Print a copy of the hotel account and raise a SYCO Comp to offset the hotel balance if not done so
already.
 Ensure that the player’s complimentary expenses are correct and Print a copy.
 To check with player whether he has any reimbursements he wishes to claim such as a bona-fide air-
ticket.
 To check whether player requires any purchase of new airticket. If yes, SYCO gaming comp would
need to be raised and a new complimentary report would need to be printed.
 After all charges are accounted for, check if player’s complimentary value is sufficient to cover all
expenses. If not sufficient, then a ‘deduction’ must be included at settlement.
 When all the above steps are done, inform the MOD (VIP Manager on duty) to perform the settlement.
The Service Manager will check that all is in order and finalize the settlement.

4. CASH COLLECTION

At times, regular VIP players may visit other Melco Crown related properties such as COD Macau, Crown
Melbourne, Burswood Perth and Aspinalls London. The player/s may request that we arrange the transfer of
funds for him as Front Money or additional Front Money. Subject to Management approval, this can be done
providing that:

 The depositor has presented to COD Manila a valid Passport.

 The deposit is cash, Crown / COD Cash Chips, verified and bona-fide Crown / COD CP Chips
 The depositor provides correct details of his address , contact number and the payee’s name
 The deposit is made at a COD designated Cage.

The Cage will provide to the depositor a Cage Receipt when the above have been completed. The money / Chips
will be kept in the safe at the Cage.

The VIP Executive Host or Manager on duty will inform the Service team at the designated company of the
transaction and the Cage will contact the Designated Cage of the same followed by an official email.

If the deposit is of a different currency to that of the designated company, then the rate of exchange will be
determined by the designated company.

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Should the patron win, the held deposit must be purchased back at the same rate of exchange of that as at the
time of his deposit. Should the patron lose, COD Cage will transfer the deposit to the designated company.

F&B voucher
FOOD & BEVERAGE

LiYing Club (L2 & L9)

1. F & B staffs present bills to respective junket duty staffs after serving the meal / beverage in the salon.

2. Junket duty staffs will verify the bills and present Junket F&B voucher with valid junket stamp and authorized
signature as payment.

3. F&B staff will use that voucher to post the F&B charge into PF account of the correspondent junket in Opera
system.

VIP BLACK CARD (Prestige Card)

COD RESTAURANTS / OUTLETS

1. Similar to City of Dreams Macau, junket operators will be given a VIP Black Card (Prestige Card) as a
prestige for them. The prestige card will be provided a fixed amount of allowance, and by month end, any
exceed expense will be chargeable to junket own CV, in some cases, it may charge to junket operator’s
own premium program CV instead.

2. F & B staffs to present bills and verify signatures (VIP Service will provide the list of junket operator
signatures) when a junket operator present VIP Black Card as payment.

3. F&B staff will sends the bill to VIP reception counter and collect the comp slip from VIP service.

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The Junket Booking Form

1. Whenever a Junket requests for VIP Services to issue:

 Ferry Tickets,
 Helicopter Tickets and or
 Transport;
The Junket request must be accompanied by a Junket Booking Form.

2. The particulars on the form must be filled in and most importantly the Junket Stamp must be showing on
the form. For Helicopter bookings, the Junket must ensure that the Name shown on Passport or ID is
accurate and must also include the Passport / ID number.

3. The Junket Booking Form will be given to the COD VIP Services staff member for processing.

4. The issued tickets will be given to the Junket provided that the method of payment has been selected on
the form. If the Junket requests to pay by cash, then the money owing should be collected at the time of the
transaction.

5.1 Cash Payment

If cash is used for payment of the tickets / transport, the money is collected and together with the copy of
the tickets will need to be brought to the hotel for posting. A special PM account is especially setup for
accepting cash payments.

5.2 Charge to Complimentary Value

If the method of payment selected is ‘Charge to Complimentary Value’, VIP Services will raise a Gaming
SYCO COMP under the Junket as payment for the tickets. A copy of the Junket Booking Form and the
SYCO COMP will then be placed into the Management Accountant tray for accounting purposes. The
original Junket Booking Form will be filed at VIP Reception.

5.3 Charge to Hotel Room

If the Junket decides to charge the tickets / transport to his hotel room, then a copy of the tickets will be
brought to the hotel for posting into the respective room number.

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VIP EXECUTIVE HOST

• Host Job Description / duties

– Preparing for the arrival and departure of VIP guests.

– Greeting patrons, including airport/ferry arrivals, and assisting with hotel check-ins.

– Minimising guest distractions by supporting VIP Services including :

• maintaining all patron information, updating it as it comes to hand;

• organising international airline, hotel, restaurant and limousine bookings, and adjustments to
bookings, and communicating these to the patrons and VIP Services;

• liaise and assist international marketing office managers/representatives

– Being familiar with, and confirming, that all transport bookings are registered correctly.

• Host Job Description / duties

– Preparing for the arrival and departure of VIP guests.

– Greeting patrons, including airport/ferry arrivals, and assisting with hotel check-ins.

– Minimising guest distractions by supporting VIP Services including :

• maintaining all patron information, updating it as it comes to hand;

• organising international airline, hotel, restaurant and limousine bookings, and adjustments to
bookings, and communicating these to the patrons and VIP Services;

• liaise and assist international marketing office managers/representatives

– Being familiar with, and confirming, that all transport bookings are registered correctly.

– Preparing in-house guest reports.

– Assisting reception desk staff with patron queries.

– Encouraging patrons to utilise their membership cards to ensure accurate ratings and assisting gaming staff
with player identification and program information.

– Facilitating patron tours. Familiarisation with all complex facilities and restaurants and ensuring knowledge is
up-to-date and comprehensive.

– Entertaining patrons. Building relationships with staff from other departments to facilitate this. This includes
hosting at functions :

• be familiar with the guest list;

• anticipate any requests or problems where possible;

• complete patron communications entries.

• Being familiar with the COD VIP Room service office for easy access to information to answer customer and
colleague enquiries.

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 • Issuing of complimentary within patron entitlements (and outside if warranted) including validating valet parking.
Assisting the COD VIP Room bar staff to provide Responsible Service of Alcohol.

• Generating complimentary vouchers and present to cage along with receipts in a timely fashion at the end of patron
visits.

• Ensuring member-only access to the COD VIP Room at all times, and that patrons adhere to dress code.

• Monitoring guests being entertained by COD VIP members and to ensure a comfortable environment for all patrons.

• Being aware of all COD events and receive patron expressions of interest.

– Responding to all incoming calls, actioning queries, or requesting assistance where necessary.

– Cloaking guest items and administer lost property.

– Communicating player movements.

– Updating events information.

– Working with the bar and cleaning staff to ensure the room is kept in an impeccable condition at all times -
the cleanliness and aesthetics of the room is ultimately the responsibility of the COD

– Demonstrating a thorough awareness of the cultural issues concerning our guests.

– Completing other administrative duties as required.

• Hotel Reservation (VIP Service)

• Cage

– Non-gaming financial transactions

– Buy-in and settlements

• Facilities

– Floor plan of COD

– Crown Tower & Spa

– Restaurants

DEFINITION OF TERMS:

1. Premium Program – for individuals wanting to deal directly with the casino and earn the commissions themselves.
Commision in cash earned on net turn over and incentive for complimentary allowances on net turnover to offset
expenses for Room, Food & Beverages and also reimbursements for airline tickets (show proof of overseas &
domestic flight tickets). This complimentary incentive cannot be redeemed for cash other than reimbursement for
airline tickets.
2. Junket Program – this program is aimed for a Junket operator licensed with City of Dreams Manila to bring a group of
players.
3. Front Money (FM) – capital money used to join a program
4. Turn-Over (TO) – gross amount wagered by patron
5. Net Turnover (NTO) – pertains to the amount of non-cashable chips or “dead chips” issued under a Rolling
Commission Program less any amount of non-cashable chips or “dead chips” returned
6. Theoretical Win (TW) – is the profit the casino makes off of each guest to their casino. It’s called a “win” since it’s
from the casino’s perspective and not the player’s. It’s “theoretical” because a lot of factors or inputs influence
the calculation of the win and therefore it can fluxuate, sometimes wildly.

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 “Size of bet x hrs played x hands per hour x house advantage
7. Commission – a percentage of the money paid to the patron based on the program opened and net turnover
8. Non Negotiable Chips (NN) – chip that is used for program purposes only and cannot be changed for cash
9. Cash Chips (CC) – chips given to patron equivalent to the cash value presented to cashier or on the table
10. Rolling – the process of changing of cash chips to non-negotiable chips for accounting turnover as basis of
commission and incentive
11. Table Rolling – the process of changing cash chips to non-negotiable chips at the gaming table instead of the cage
cashier
12. Cage – means an area within any casino premises at which cash and chips are deposited, and financial
transactions and the paperwork necessary to support the playing of games in the casino are carried out.
13. Player Rating – is a system by which a player’s worth/value to the profitability of the casino operation may be
approximated
14. Complimentary Value (CV) – is earned and calculated from net turnover of the respective casino program (premium /
junket) participated in. CV can be used as reimbursement for travel expenses or as payment for all in-house hotels,
F&B and other City of Dreams Manila outlet charges.
15. Foreign Exchange (Forex) – Foreign currencies, either in the form of cash, traveler’s checks, overseas bank drafts, or
telegraphic transfers may be used as front money to open a program provided they are clear funds or verified and
approved to be used by management
16. Cheque Cashing Facility (CCF) – This facility provides a patron or junket/group credit for gaming purposes. The
credit facility amount will subject to City of Dreams Manila management approval prior to release
17. This Trip Only (TTO) – a kind of credit for the patrons but may only can be used for this trip only
18. Cash Chip Purchase Voucher (CPV) – a voucher issued by casino to a patron (with name on the voucher) entitling the
patron to be issued with cash chips of an equivalent value
19. Bank Draft – a type of cheque where the payment is guaranteed by the issuing bank
20. Telegraphic Transfer (TT) – Funds deposited directly into the bank account of City of Dreams Manila for buy-in
purposes. Patrons must present proof of transaction / transfer upon redemption of funds. Only funds from personal
accounts are accepted.
21. Settlement – closing of account/program
22. Wager – something (as a sum of money) risked on an uncertain event; something on which bets are laid

PAYOUT

Position Php or its equivalent

VIP Host/VIP Coordinator
Below 15,000
Executive Host/Executive Coordinator
15,000

Asst. Manager 15,001-25,000

Manager 25,001-50,000
Sr. Manager 50,001-80,000
Director 80,001-100,000
VP 100,000 -above