Manager, Vip Services

1 week ago

Kuala Lumpur, Malaysia Elabram Full time

Job Description
Assists the Senior Manager in developing standards, policies and procedures for the accomplishment of department objectives. Maintains policies and procedures that ensure guest complimentaries are issued in accordance with the casino’s guidelines and system of internal controls.
Supports the regional VP of VIP Business Development in planning for the expansion of the targeted casino customer base.
Responsible for establishing criteria for various customer levels and providing complimentary packages for each by working and supervising Casino Hosts. Responsible for ensuring the Casino Hosts have all resources available to them and assist them with daily duties to support all player development efforts and exceptional guest service.
Communicates, both orally and in writing, to current, new and past guests answering questions, extending invitations and resolving any related disputes, as necessary.
Assists in facilitating all hotel reservations and ensures VIP Services is making reservations in accordance with the casino guidelines and system of internal controls.
Monitors and manages hotel rooms related to availability, reservations, amenities, and complimentaries of guests.
Interfaces with all levels of hotel and casino staff to ensure proper handling of VIP guests (i.e. reservations for restaurants, limousines, and hotel and special functions.) May assist the hotel front desk during check-in/out to provide additional guest service and assistance with VIP players during peak times.
Reviews and updates arrival/departure reports; analyzes player rating system to ensure guests are properly rated on the departure list for checkout. Ensures guest reservations are input accurately and room releases are done in accordance with established guidelines.
Communicates with all departments ensuring an optimal level of guest service, satisfaction, and accuracy is provided and maintained throughout the property and in the coordination of marketing events.
Ensures cooperation between Casino Management, Gaming Commission and Surveillance.
Recommend and / or execute management policies to hire, transfer, suspend, layoff, recall, discharge, re-assign or discipline employees.

Requirement

Must have interpersonal skills to deal effectively with all business contacts.
Professional appearance.
Work varied shifts, including weekends and holidays.
Must be able to effectively communicate in English, in both written and oral forms.
At least 3 years experience in Casino industry.
At least 4 years experience in VIP Services
Educational minimum College level and above.

Job Information
Industry
Hospitality / Catering
Employment
Permanent
Position Level
Manager - Department
Working Hour
NORMAL
Language
Mandarin, English

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