Coordinator, VIP Services

REQ14513 Coordinator, VIP Services (Open)

Position Summary The Coordinator, VIP Services is responsible for organizing the day to day operation for the VIP Services team. The Coordinator must possess a strong product knowledge, excellent customer service orientation, and knowledge of an added foreign language to build a strong business relationship with our international guests.

Primary Responsibilities

• Ensures smooth execution of guest reservations, transportation, arrivals, in-house services, up to departure
• Keeps and maintains relevant records and files, junket information arrival lists and supports, Business Development team on their inquiries regarding customer and Junket operator’s activities
• Liaises with the Hotel, Travel agents, third party service providers, transportation and airport team, to ensure that guests are accorded the appropriate transportation, including the welcome and departure procedures
• Coordinates and laisses with marketing staff as to create proper communication within the Business Development and VIP service department
• Provides timely update to management on business situation, VVIP players activity, keeping updates with other departments, such as but not limited to hotel, F&B, and table games on guest’s activity, and submit regular daily activity reports to senior management
• Always ensures the proper support to the Business Development team by tracking client’s requirements, play, expenses, and all other required information and follow up
• Liaise with junket partners and their staff and updates them with results based on protocols agreed
• Prepares settlement sheets with all relevant info, issue comps, updates GEMs information
• Maintains a strong understanding and requirements of VVIP patrons including junkets, fixed room or casuals junket players Updates the team with latest or near future events, programs, outside/competitor offerings
• Develops and enhances VIP Services Procedures, SOP and workflows in line with Company policies and Regulatory directives
• Updates, CRM information and engaged when needed in GEMs UAT and testing
• Takes part in departmental and updates meetings and updates management of programs and outcome
• Is actively involved in the organization and implementation of Events, assisting BD and Marketing teams to achieve their objectives
• Assist in the staff hiring effort related to the VIP Services department: selection, hiring, performance evaluation, annual leave scheduling, and liaises with the HR Department if asked
• Is ready to execute other related tasks as asked from management

Qualifications Education

• Bachelor’s Degree in Marketing, Business Administration or any other related field is an advantage

Experience Minimum of 3 years of experience in administrative role in a Travel Agency , Tour Operators or other related industry

Skills

• Excellent command of English; any other language is considered an advantage
• Excellent presentation skills
• Excellent communications & negotiation skills
• Strong organization and leadership skills
• Computer literate

Personal Competencies

• Display a high level of integrity and commitment to customer service
• Works well as an individual and equally effective when working in a team
• Highly motivated, energetic and creative
• Possess a positive flair and vibes, confident and charismatic
• Strong team player who motivates others to work effectively within the team
• Ability to develop relationships and communicate effectively across all levels of the organization
• Prepared to adopt and implement new approaches and practices to meet changing circumstances