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Job Description
Work Location: Phnom Penh, Cambodia
Job title: VIPs Shift Manager
Department: VIP Services
Sub-department:
Reports to: VP, VIP Services
Job purpose
Casino Executive Officer support with execution of VIPs operation and coordinates with various VIPs functions including transport arrangement, hotel room for Junket VIP guest, along with provide excellent customer services to drive the revenue and profit for the company.
Duties and responsibilities
Monitor and Oversee Financial Management of the Department
- Strategic/Business Plan development, updating and monitoring
- Ensure development of annual budget and cost management, within the context of VIP Services operation
Manage the Staff
- Ensure appropriate staffing consistent with needs and within the constraints of the organization’s physical and financial resources
- Recruit, select, orient and develop staff to meet standard performance
- Plans, organizes, directs, coordinates the VIP Services Operation’s work plan; assign projects and programmatic responsibilities; review and evaluate work methods and procedures; meet with staff to identify and resolve problems.
Develop, Plan and Deliver Programs and Services
- Understands essential functions and how individual performance affects company performance;
- Directs issues or concerns to the right person or group for resolution;
- Reacts to problems and provides basic solutions based on prescribed guidelines or procedures;
- Escorts VIP guests to Junket floor and their hotel rooms;
- Coordinates between junkets tour operators and different departments to ensure a smooth cooperation flow in serving VIP customers;
- Coordinates details and execution of VIP events with related departments to ensure highest quality theoretical attendance and maximum return on all on and off property events;
- Develops added value customer service programs to ensure that the VIP Host achieve or exceed guest’s service expectations;
- Manages a team of VIP Host executives/supervisors;
- Handles junkets tour operators/VIP customer complaints or any major customer incidents;
- Coordinates International Marketing with promotions and special events;
- Manages player database of new and existing foreign players
- Reviews and follows up incident report of any issue/complain raised by junkets tour operators/VIP customer.
Qualifications
- Master's degree / Bachelor's degree in related business discipline or equivalent education
- Minimum 5-6 years previous management experience in a gaming environment with at least two years in handling Junket and VIP Room Business
- Able to communicate clearly and effectively both orally and in writing
- Proficient bi-lingual skills to English and Mandarins
- Ability to be creative and innovative in guest satisfaction
- Multi task in various situations
- Ability to write and present information to management in a reasonable manner
- Treat all customer in a friendly and professional manner
- Strong motivator, led by example demonstrating self-confidence, energy and enthusiasm.
Benefits:
- Company will absorb the costs of Business Visa & Working Permit for the duration of employment
- Company will assist with on boarding tickets to Phnom Penh
- Company will provide initial hotel accommodation for two weeks
- Company will provide one return ticket to the country of your nationality per annum
- 18 days of paid Annual Leave per calendar year
- Company will provide meal allowance
- Subject to Company policies and procedures, as may be amended from time to time, company will provide medical coverage.
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