[GAKU Teppanyaki Restaurant] Guest Relations & Experience Manager

As VIP Guest Relations & Experience Manager, you will be responsible for coordinating, personalizing, and elevating the dining experience of high-value international VIP guests (from China, Korea, Hong Kong, Macau, Singapore, and SEA). This is a relationship-driven, highly confidential role focused on exceptional service delivery, internal partnership management, and discreet guest experience coordination, without public marketing exposure.

Situated in a gaming environment, the restaurant serves high-demand and discerning VIP gaming members who seek to be entertained, impressed, and leave uniquely satisfied. This is not your typical Japanese fine dining experience, where subtlety and understatement dominate. Instead, the role calls for crafting a vibrant, performance-driven dining experience that blends the precision of Japanese hospitality with bold, memorable moments tailored to this exclusive audience.

Key Responsibilities

1. VIP Guest Coordination & Relationship Management

• Act as Gaku’s primary liaison for all Let's Win VIP gaming guests, ensuring seamless reservation management and personalized dining experiences.

• Maintain close daily communication with Let's Win VIP Host teams, understanding guest profiles, preferences, and special needs.

• Manage exclusive guest lists and priority bookings for VVIP players, including last-minute requests and personalized seating arrangements.

2. Personalized Guest Experience & Service Excellence

• Curate bespoke dining experiences, including off-menu items, special chef interactions, and tailored sake/wine pairings in collaboration with the culinary and beverage teams.

• Manage confidential guest profiles, noting preferences, allergies, and expectations for return visits, ensuring flawless repeat experiences.

• Personally greet and host top-tier guests, ensuring discretion, privacy, and highest level of professionalism.

3. Internal Relationship & Partnership Management

• Work in close partnership with Let's Win VIP gaming team, Hoiana hotel concierge, butler teams, and Akiko management to integrate Gaku into the overall VIP journey.

• Train and update Let's Win VIP Hosts on Gaku’s latest menus, offerings, and exclusive options, positioning Gaku as the top dining choice for high-value players.

• Coordinate with Hoiana hotel teams to ensure guests’ transport, security, and privacy when dining at Gaku.

4. Event Planning & Private Experiences

• Organize and manage ultra-private dinners, sake-pairing events, chef’s table experiences, exclusively for select VIP gaming guests.

• Plan invitation-only tastings and previews for special clientele, in alignment with Let's Win events and player engagement strategies.

• Collaborate with the culinary team to design seasonal experiences and one-of-a-kind menus for top players and VIP events.

5. Guest Feedback, Reporting & Continuous Improvement

• Collect, analyze, and report on VIP guest feedback, identifying opportunities to elevate Gaku’s offerings.

• Maintain accurate records of VIP guest experiences, preferences, and special requests to ensure continuity in service.

• Work with senior management to refine SOPs for personalized service and experience management.

• Competitive salary and performance-based incentives.

• Work closely with an elite international clientele and Michelin-level culinary team.

• Professional growth opportunities within Akiko and Hoiana’s luxury ecosystem.

• Dynamic, high-profile working environment with a focus on discretion, excellence, and client satisfaction.

• Minimum 5+ years of experience in luxury hospitality, guest relations, VIP gaming services, or fine dining operations involving direct, face-to-face guest interaction.

• Prior experience working in private clubs, exclusive lounges, luxury bars, high-end nightclubs, or entertainment venues serving VIP clientele is highly preferred.

• Experience in high-pressure, guest-facing roles requiring discretion, personalization, and service recovery is a strong advantage.

• Proven track record in managing high-value clientele with a focus on discretion and service excellence.

• Deep understanding of VIP gaming culture, luxury service expectations, and personalized guest experience management.

• Fluent in English and Vietnamese; Mandarin, Cantonese, or Korean proficiency is a strong advantage.

• Outstanding interpersonal, communication, and negotiation skills, with a refined sense of luxury guest service etiquette.

• Highly professional, discreet, and adaptable, able to manage high-pressure, last-minute guest requests with ease.

• Knowledge of Japanese cuisine, fine wines, sake, and international luxury F&B standards is a plus.

• Strong organizational and time management skills, with attention to detail and proactive attitude.

• Perform other task as assigned