Assistant VIP Services Manager

The Assistant VIP Services Manager assists the Front Desk Manager in managing the VIP Services Department, serving Club guests and supporting the future implementation of the CORRA App. The role is accountable for service quality, team performance, provider relationships, cost and deduction control, and compliance with approved SOPs and delegated approval limits. The Assistant VIP Services Manager oversees the VIP Services Supervisor and Representatives, approves exceptional requests within delegated authority, and coordinates with BD/MD, Marketing, Reception, Reward Club, Transportation, and Finance. The role also leads the VIP Services workstream for the future CORRA App reservation and redemption backend. In the absence of the Front Desk Manager, the Assistant VIP Services Manager assumes responsibility for overseeing the department's operations.

KEY DUTIES AND RESPONSIBILITIES

Duties may include but are not limited to:

• Assist the VIP Service Manager in planning, managing and improving VIP Service operations.
• Oversee the Supervisor and Representatives, including manpower planning, performance and training.
• Develop and maintain SOPs, service standards, approval workflows and handover procedures with Reward Club.
• Manage provider relationships, service costs and authorized deduction controls.
• Prepare management reports on service volume, cost, guest feedback and KPIs.
• Lead the VIP Service requirements and implementation of the CORRA App backend when the platform is introduced.

KEY FUNCTIONS

Department Management & People

• Plan manpower, shift structure and service hours; recommend rosters and staffing changes for management approval.
• Supervise, coach and evaluate the VIP Service Supervisor and Representatives; set performance goals and conduct appraisals.
• Take part in recruitment, onboarding and ongoing training on systems, providers, confidentiality and Club service standards.
• Act on behalf of the VIP Service Manager when required.

Service Standards & SOPs

• Develop, review and update SOPs for reservations, confirmations, cancellations, benefit verification, deductions, reporting and handover.
• Define service standards and turnaround times; monitor compliance through spot checks and guest feedback.
• Agree the out-of-hours protocol with Reward Club so urgent hotel reservations and ad-hoc VIP requests are handled consistently and fully recorded.

Provider & Partner Management

• Build and maintain relationships with hotels, airlines, restaurants, airport fast track, transportation, spa and other approved service providers.
• Negotiate preferential rates, priority access and service conditions; review provider performance and recommend changes.
• Coordinate with the Transportation Team on transfer arrangements and with Finance on provider billing and payment.

Stakeholder Coordination & Escalation

• Act as the key VIP Service contact for BD/MD, Marketing, Reception, Reward Club and Finance; align on VIP priorities, events and campaigns.
• Handle escalated guest complaints and high-value or sensitive requests; escalate matters beyond delegated authority to the Manager.
• Support Marketing in designing VIP experiences and benefits that VIP Service can deliver.

Cost, Benefit & Deduction Control

• Approve exceptional bookings and Primary Comp, Cashback/Points or other permitted deductions within the Assistant Manager approval limit.
• Review daily and monthly reconciliations of deductions, service costs and transaction references; follow up on discrepancies with relevant departments.
• Manage system access rights for the team, including restricting Hidden Comp access to specifically authorized staff only.
• Monitor department service cost against budget and recommend cost-saving measures.

Reporting & Analysis

• Review the daily reports submitted by the Supervisor and ensure records are complete and auditable.
• Prepare weekly and monthly management reports on booking volume, service cost, deductions, turnaround time, guest feedback and open issues.
• Analyze service trends and guest preferences to recommend improvements, new services or provider changes.

CORRA App Backend – Future Scope

• Represent VIP Service in CORRA App project discussions; define business requirements for reservation and service-redemption workflows.
• Work with IT, Marketing and Finance on IGT deduction rules, balance synchronization, e-voucher use and duplicate-redemption controls.
• Plan and sign off user acceptance testing, prepare App backend SOPs and arrange team training before go-live.
• After launch, monitor App request performance and audit records, and drive continuous improvement.

Operations & Compliance

• Ensure the department follows approved SOPs, approval limits, data confidentiality, audit requirements and service standards.
• Initial setup: one Supervisor and four Representatives, each working one 9-hour shift per working day, five days per week with two days off; exact service hours and roster are subject to management approval.
• VIP Service is not a 24/7 department. Outside its operating hours, RC takes ownership of urgent hotel reservations and ad-hoc VIP service requests, with full records and handover to VIP Service on the next shift.
• As demand grows, VIP Service may expand to a maximum of two shifts per day; the Assistant Manager prepares the manpower and coverage plan for approval. 24-hour coverage is not planned.

• Competitive salary and comprehensive benefits
• Meal allowance
• Foreign language allowance (English/Korean/Chinese/Japanese/ English) and overtime allowance
• Bonuses/gifts on public holidays
• 13th-month salary and performance-based bonuses
• 2 days off per week, and other paid leave in accordance with the Labor Code
• Full participation in Social Insurance, Health Insurance, and other employee benefits as prescribed by the Labor Code
• 24/7 accident insurance and health insurance for employees
• Periodic health check-ups and annual team-building activities
• Professional uniforms, including laundry and pressing services
• Opportunities to attend advanced professional training courses and enhanced foreign language classes
• Professional, young, and dynamic working environment with many opportunities for promotion and internal transfers

• Minimum 5 years of experience in VIP services, concierge, reservations, guest relations or hospitality, including at least 2 years in a supervisory or management role.
• Good English communication; other languages are an advantage.
• Experience in team management, SOP development, provider negotiation and handling high-value guests.
• Good understanding of cost control, reconciliation and approval processes; experience with loyalty or rewards programs is an advantage.
• Proficiency in Microsoft Excel, PowerPoint, reservation systems and management reporting; experience in system or App implementation is an advantage.
• Ability to work flexible hours, weekends and public holidays as required.

CV in English

Follow our company for more information:

• https://www.face********************?id=61558093886271

• https://www.link***************************