Manager, VIP Services

This individual is responsible for developing community and business relations to further enhance the HOIANA Casino’ brand. Maintains confidentiality of all privileged information. Responsible for the oversight of continuous service standards to ensure guest retention, loyalty and visitation from various markets to grow property player base and increase revenues. The Senior Manager/Manager, VIP Services will proactively identify, acquire and retain high-value customers and focus on increasing VIP engagement and wagering activity. Develop the VIP Services team members to create a one-on-one relationships with premium players and provide exceptional guest service to cultivate and maintain VIP relationships.

Duties may include but are not limited to:

• Develop and manage the VIP Services area to cultivate relationships with high worth casino guests.
  
• Responsible for the direct supervision and oversight of the day to day supervision of the VIP Services department.
• Attend and participate in player events and promotions.
• Accessible to handle all guest needs and provide support for VIP Services Executives.
• Report on the progress of VIP Services activities including, but not limited to, VIP Reservations, VIP Services on floor services such as comping, business revenues etc.
• Coordinate outside events, to include booking airfare, transportation and event tickets and Participate in the planning of the International marketing calendar when necessary.
• Generate daily player arrival and departure lists through guest reservations
• Coach VIP Services executives to build player relationships with new, maintenance and inactive players. Train new hosts as they are hired on.
• Serves as a point person in the resolutions of customers complaints and service recoveries.
• Express a willingness to learn new skills and maintain a high quality of guest service according to HOIANA Values.
• Evaluate the schedule or timelines related to the completion of assignments, while maintaining service and/or product quality.
• Other Duties as assigned by Management

• Accommodation: Hoiana Village – a modern 960-room complex (provided with 03 meals a day – Laundry & Housekeeping service – Recreations).
• Làng Nhân Viên Hoiana - một không gian sống hiện đại gồm 960 phòng (cung cấp 3 bữa ăn/ ngày – phương tiện Giặt ủi & dịch vụ Buồng phòng – Giải trí).
• Working transportation to Da Nang and Hoi An.
• Phương tiện di chuyển làm việc giữa Đà Nẵng và Hội An.
• Competitive salaries, international medical insurance and others.
• Mức lương cạnh tranh, bảo hiểm sức khỏe quốc tế và các chương trình phúc lợi khác.
• Attractive Hoiana employee in-house rates.
• Giá dịch vụ nội bộ hấp dẫn áp dụng cho nhân viên Hoiana.
• Intensive career development.
• Cơ hội phát triển nghề nghiệp chuyên sâu.

• Minimum 3-6 years previous VIP Services management experience preferred with at last 2 years in supervisory role.
  
• Bachelor’s Degree preferred or equivalent work experience in a related field.
• Must be able to clearly communicate with Guests in conversational English and/or process a second or third language will be an advantage.
• Proven leadership ability to influence, develop, and empower employees to achieve objectives with a “team” approach.
• Must possess excellent organizational skills and written and verbal communication skills.
• Basic Computer Skill

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