Coordinator, VIP Services

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