Vip Services Executive

• Support International Marketing Team in hosting VIP Patrons & Casino guests.
• Meet & greet, host & provide exceptional customer service to VIP Guests.
• Arrange hotel, transportation, F&B and golf reservations when needed.
• Assist with hotel room check-in/out during VIP guest arrival & departure.
• Provides guest assistance with Casino membership enrollment and account maintenance, ensuring that all information is accurate and updated.
• Promotes Casino amenities by educating qualified guests on special events and services available within the property.
• Answer & make all inbound/outbound calls via hotline or duty phone to all guest professionally.
• Ensures any guest complimentary issuance are in accordance with Casino marketing promotion & campaign guidelines.
• Possess the ability to understand, analyze and evaluate customer play information & history to make sound business decisions.
• Assists in handling all guest issues/problems and reports all incidents to Casino Management in accordance with policy and procedures.
• Follow Standard Operating Procedure with regards to all VIP services & Casino guidelines. To report or escalate urgent matters requiring Casino Management’s approval.
• Responds to all guest’s inquiries, requests or complaints in a professional and timely manner.
• Possess a good knowledge & updated information of hotel availability, qualifying criteria, room rates, room types, events & promotions, operating hours of F&B outlets, monthly Casino & VIP events event taking place at The Grand.
• Accountable for the thoroughness and accuracy of departmental records and providing daily reports.
• Attend and contribute to all departmental staff meetings / training sessions when necessary.
• Perform all other job-related duties as required.

• University graduate
• Speaks/writes/reads Chinese and English on top of Vietnamese
• Experience of hotel or gaming industry is a plus
• Able to work overtime if needed

• The ability to think quick, remain calm and react to resolve problems with good judgment & accumulated experience.
• MUST maintain confidentiality with regards to customer information and pertinent TGHTS data.
• MUST be able to multi-task, work in a fast-paced environment, host Casino guests in at a professional level.
• A team player able to work cohesively with colleagues & other departments.
• Ability to perform job functions with attention to detail, speed and accuracy.
• Excellent customer service skills.
• Able to effectively communicate in English, both written and verbal.
• Fluency in Mandarin / Cantonese / Korean language will be an added advantage.
• Comfortable working on shifts, on holidays and weekends to support Casino operations.
• Ability to prioritize tasks while working under pressure and meeting deadlines.
• Must have University degree or equivalent.
• Must maintain punctuality and professional appearance.
• Minimum 1 year working experience with 4 or 5 star hotel/resort properties would be an advantage.
• Possess good interpersonal skills to communicate effectively internally and with external guests.
• Ability to learn and use effectively utilize Casino & Gaming systems to perform daily job scope.
• Must be at least 18 years old.

Ngành nghề: Dịch vụ khách hàng, Tiếp thị / Marketing

Kinh nghiệm: 1 Năm

Cấp bậc: Nhân viên

Hình thức: Nhân viên chính thức

Địa điểm: Bà Rịa - Vũng Tàu