Job Description
Job title: VIP Services Manager – Phnom Penh, Cambodia
Job purpose
Accountable for the overall direction and coordination of VIP and elite guests to ensure service standards are in place by all relevant departments as well as execution of service excellence to both internal and external customers.
Duties and responsibilities
Develop, Plan and Deliver Programs and Services
· Oversees the operation efficicency of butler services, airport, hotel, gaming, transportation, limousine, and general admin support to all VIP customers;
· Designs department strategy and plans for enhancing service levels and evaluates and analyzes service performance;
· Liaises with the Marketing and Business Development departments to ensure a well-coordinated customer experience;
· Provides input into and executes the development, implementation, and measurement of VIP guest service standards; ensures guests are being provided with the necessary level of service;
· Understands customer needs and wants, having the ability to promote a similar understanding in other members of the team;
· Participates in the research, development, evaluation and implementation of new products, services and processes to ensure the company’s competitive position and anticipates changing customer needs within the dynamic hospitality/gaming environment.
Qualifications
· More than 5 years of VIP Services / Guest Relations / Hospitality industry experience with at least 1 year in a supervisory position
· A strong understanding of VIP Clients, gaming junket and proven customer service skills
· Previous experience developing marketing and event activities to support business objectives
· Foreign language skills (minimum Mandarin and Cantonese, other Chinese dialects or South East Asian languages are an asset)
· Knowledge of casino operating environment, organizational structure, products and services
· Strong knowledge of Asian and Non-Asian VIP patron cultural preferences