Shift Manager, VIP Services

Reporting to Senior Manager/Manager, VIP Services and will be primarily responsible for monitoring VIP Services Executives on shift. Ensuring that they contribute to the efficient operation of the VIP Services functions by making sure company policies and procedures are followed and by ensuring that the shift contributes to the increase of profitability of the Casino. Supervises, trains, and coaches the VIP Services executives and manages their area of responsibility.

Additionally, 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 managing of all day-to-day operations of the VIP Services section. All duties are to be performed in accordance with departmental and HOIANA Casino Resort’s policies, practices, and procedures. Assure customer retention and repeat business through excellent service to all VIP guests and its affiliates.

Duties may include but are not limited to:

• Manages assigned VIP Services operational functions within the department consistent with the strategic plan and vision for the department, the division and HOIANA Casino & Resort.
  
• Manages the delivery and measurement of guest service to VIP guests consistent with the company’s core service standards and brand attributes.
• Responsible for the direct supervision and oversight of the day to day supervision of the VIP Services section.
• Accessible to handle all guest needs and provide support for VIP Services Executives.
• Supervises, trains, and coaches VIP services Executives including VIP Services Reservation and evaluates their progress as necessary.
• Effectively communicate with and provide outstanding service to guests, resolving service problems in accordance with authority.
• Conduct daily briefings and de-briefing for all VIP Services Executives on shift and ensure proper and efficient handover of all shift related information etc.
• Lead by example in all areas with enthusiastic dedication, professionalism and positive leadership. Create a culture, atmosphere and environment of passionate hospitality, running great shifts and creating relationships with guests, training and upholding team members to company standards.
• Supervise VIP Services Executives ensuring compliance with appearance standards and practice of excellence service.
• Attend and participate property events and promotions to ensure smooth operations

• 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.

• Preferred 1-3 years of related experience with at least 1 year in the supervisory role.
• Must be able to clearly communicate with Guests in conversational English and/or process a second or third language will be an advantage.
• Excellent written and verbal communication in English and having a second language will be an added advantage.
• Must demonstrate a high level of service delivery to ensure guest and team member satisfaction; handle service failures and prioritize guest and team member needs
• A good understanding of Microsoft packages including Word and Excel.
• Bachelor’s Degree or related equivalent work experience

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