VIP MARKETING ASSISTANT SUPERVISOR (Fluent English)

Job Summary:

The VIP Marketing Assistant Supervisor plays a key role in delivering excellent customer service to VIP guests by ensuring personalized, attentive, and high-quality experiences at every interaction. This role is centered on building strong customer relationships, handling concerns with professionalism, and enhancing guest satisfaction through thoughtful follow-up and care. Ideal candidates are service-minded, detail-oriented, and lead by example in a dynamic, guest-focused environment. Success in this role requires excellent communication skills, a positive attitude, and a genuine passion for customer service.

Experience in the e-gaming industry is not required - we welcome individuals who demonstrate a professional service mindset and a strong commitment to delivering exceptional customer service. Comprehensive training will be provided to help you thrive and grow within ourcompany’s standards of excellence. If you enjoy connecting with people and working in a dynamic team environment, this could be the perfect opportunity for you!

Key Responsibilities:

• Warmly greet VIP guests by using their names and membership numbers, provide a personalized farewell, and follow up with them after their departure.
• Ensure polite and professional communication with VIP customers at all times, especially through company phones.
• Provide F&B and other personalized services.
• Manage bookings for transportation, accommodations, and personalized services according to guest preferences.
• Monitor and accurately record VIP guests' rewards and transactions.
• Maintain and update customer databases with attention to detail.
• Handle VIP complaints professionally, resolve issues promptly, and prevent escalation.
• Share customer feedback and concerns with relevant departments and follow up on unresolved issues promptly.
• Ensure a clear and detailed handover to the next shift, including unresolved issues, customer preferences, and important updates.
• Increase repeat visits and attract new VIP guests through personalized relationship management.
• Support and guide VIP staff, foster teamwork, and help maintain a positive work environment.
• Collaborate effectively with other departments to fulfill VIP requests and ensure seamless service delivery.

• Education:

- High School Diploma with at least 3-year experience in hospitality industry with a focus on guest relations or College Diploma

• Experience:

- Strong interpersonal and communication skills, with the ability to interact effectively with guests and team members.

- Experience in a leadership or mentoring role within a customer service team.

• Other Prerequisites:

- Fluent in English.
- Shift work: one shift will be fixed for one week, then rotated (Shift A: 6 AM – 2 PM, Shift B: 2 PM – 10 PM, Shift C: 10 PM – 6 AM).
- Applications must be submitted in English.
- Interview will be conducted entirely in English.