Solaire Resort

Manager, VIP Relations

Solaire Resort  •  Paranaque City, PH (Onsite)  •  1 month ago
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Job Description


The Manager for VIP Relations leads shift operations for the Online Gaming VIP/Player Development team, ensuring all VIP activities are accurately documented, compliant, and audit-ready. The role supervises the team, reviews player records, comp requests, and disputes, and ensures proper escalation of high-risk cases. It maintains strict control over logging, comp, and credit processes, ensures timely handling of VIP concerns, and supports seamless shift handovers. Financial approvals beyond authority are escalated to the Sr. Manager.


1. Team Supervision & Shift Management

Supervise VIP team, ensure SLA compliance, active player engagement, and same-shift logging. Review all comps and cases before escalation while enforcing accountability and protocols.

2. Case Management & Escalation

Oversee VIP case queues, ensure timely resolution, and escalate high-risk or high-value cases with complete documentation. Track status and timelines.

3. Documentation & Record Integrity

Ensure all interactions and financial data are accurately recorded, audit-ready, and compliant. Prevent missing or delayed entries.

4. Comp & Credit Execution

Process comps, FM credits, and bonuses accurately within approval limits. Ensure zero-error execution and proper coordination for tracking and reconciliation.

5. Dispute Management

Prepare complete dispute documentation, track cases end-to-end, coordinate with stakeholders, and ensure timely resolution.

6. Shift Control & Handover

Maintain full shift oversight and provide structured handovers covering open items, risks, and updates. Ensure all records are updated with no pending gaps.

7. Hospitality & VIP Coordination

Manage VIP reservations, requests, and engagements. Ensure all activities are executed, tracked, and aligned with service standards.

8. Compliance & Governance

Ensure adherence to policies, approvals, and audit requirements. Escalate decisions beyond authority and maintain complete, verifiable records.


Requirements


1. Bachelor’s Degree in Business Administration, Marketing, or a related field
2. Minimum 3–5 years experience in VIP handling within Online Gaming, Integrated Resorts, or a similar high pressure, customer-focused environment, with at least 2-3 years in a supervisory or managerial capacity.
3. Proven experience in team supervision, operations control, and VIP customer management
4. Strong familiarity with CRM systems, player analytics, and gaming operations
Solaire Resort

About Solaire Resort

Solaire Resort Entertainment City is the first integrated destination resort on a 8.3 hectare site in Manila’s Entertainment City, which boasts 800 luxurious resort-style accommodations in two distinctive towers, extensive dining options, impressive gaming facilities and state of the art lyric theatre that has changed the way people view resort casinos in Manila.

Solaire Resort North is the second Solaire-branded property in the Philippines. It is situated on a 1.5-hectare land in the heart of Quezon City, the largest city of Metro Manila, and is the first and only luxury 5-star property of its kind. The 38-storey property has 4 gaming levels for mass and VIPs across approximately 13,000 square meters, 530 guest rooms and suites, dining options ranging from casual cafes, signature restaurants, to premium bars and lounges. It also has impressive MICE facilities with an expansive 1,800 sqm pillarless grand ballroom that can accommodate more than 1,600 guests at theatre-style seating and divided into 3 event halls. A 1,400-square meter state-of-the-art health club with a high-end gym and expansive spa, an outdoor swimming pool with a kids’ waterpark, and a fun-filled indoor Kids’ Club.

Solaire offers unique experience of comfort, elegance and luxury, all underlined by the staff’s unparalleled warm Filipino hospitality.

Industry
Travel & Hospitality
Company Size
5,001-10,000 employees
Headquarters
Paranaque, PH
Year Founded
2012
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