Job Description

REQ13036 Supervisor, VIP Services Administration (Open)

The Supervisor, VIP Services Administration, is responsible for overseeing the operations of the
Coordinator, VIP Services, to ensure the seamless execution of VIP gaming customers’ trip. Will also step in to assist with operational tasks when required, this includes coordinating travel logistics,
accommodations, and transportation, as well as ensuring a smooth and efficient experience for VIP
customers. This position balance of leadership and customer service excellence to VIP customers.
The Supervisor, VIP Services Administration, provides continues support to the Assistant Manager, VIP
Services Administration, by assisting with training, evaluating team development, and ensure a high
standard of service delivery while adhering to Standard Operating Procedures (SOPs) and regulatory
guidelines.

PRIMARY RESPONSIBILITIES:

• Liaise with internal and third-party service providers such as the hotel, travel agents, transportation, and airport team to ensure VIP customers experience with reservations, from arrivals up to departure and handling the relevant payments process.
• Utilize the internal management system to handle room reservations, including managing room inventory, booking rooms, assigning rooms, and accommodating the needs of in-house customers, and billing.
• Utilize the internal management system to handle flight ticket reservations, including checking availability, booking flight tickets, and staying up to date with any changes or updates.
• Communicate relevant details to internal stakeholders.
• Ensure compliance by conducting necessary reviews and maintain accurate information or documentation in accordance with company policies and regulatory requirements.
• Maintain accurate and confidential records for information such as customers’ service arrangements and support Business Development Department on their inquiries regarding customer activities.
• Provide timely updates to the Department’s Senior Management and other departments, such as, Hotel and Table Games, regarding VIP customers experiences, including gaming activity.
• Coordinate with multiple departments (marketing, hotel, casino operations) to share guest related information while ensuring confidentiality.
• Ensure timely issuance of complimentary charges for services booked on behalf of VIP guests in the management system, in line with company policies and approval guidelines.
• Adhere to procedures such as SOPs and workflows to ensure efficiency and regulatory compliance in all administrative process.
• Attend internal trainings as required by the Assistant Manager, VIP Services Administration, and the top management.
• Accountable that all relevant invoices received from registered external vendors regarding requested services, have been reviewed and processed for payment in a timely manner.
• Keep accurate records of employee attendance and annual leave tracking to maintain proper scheduling and operational balance.
• Responsible that new and existing team members are well trained and continuously develop their knowledge and competencies with regards to the BUs SOPs, workflows, guides, and other internal operational procedures.
• Assigned to maintain attendance sheets and training records of the team members.
• Ensure compliance by conducting necessary reviews and request essential documentations per company policies.
• Supervise the Coordinator, VIP Services and continuously evaluates the development of the team to ensure effectiveness and that the respective workflows and procedures are being followed and implemented. Report findings to the Assistant Manager, VIP Services Administration.
• Propose training and development insights and action plans to the Assistant Manager, VIP Services Administration.
• Deliver constructive feedback and lead appraisal sessions to assess performance of the Coordinator, VIP Services.
• Responsible for facilitating the disciplinary and counselling procedures for the Coordinator, VIP services -draft the necessary documents, schedule the meeting, communications with the team.
• From time to time, management may change certain tasks based on synergies due to business requirements and operational changes.
  

JOB REQUIREMENTS:

• Willing to work a 24/7 rotation schedule including night shifts, weekends and national holidays.
• Flexible and accommodating as this may require extra hours out of working schedule.
  

KEY PERFORMANCE INDICATORS:
Product knowledge, Operations Efficiency

• Accurate processing of all travel and accommodation bookings within internal systems
• Effective communication with third party vendors and other departments to ensure seamless coordination of VIP customers’ service.
• Timely reporting of all operational updates, issues, and resolutions.
• Adaptability to dynamic operational needs and continuous process improvements.
• Maintain a high percentage of accurate reservations without errors.
• Proactive problem-solving and decision-making to prevent service failures.
• Meet deadlines for report submissions and team evaluations.
• Effective team training and development ensuring staff competency
  

Compliance

• Maintain strict confidentiality of sensitive information and understand breach implications
• Adhere to Standard Operating Procedures (SOPs) and ensure workflow alignment with policies and regulatory requirements
  

QUALIFICATIONS:
Experience

• Minimum of 2 years of experience in VIP customer services, or administrative roles within the hospitality, gaming, or travel industries.
• Minimum of 1 year experience in supervisory or management role.
• Minimum of 1 year experience in identifying, organizing, delivering training, and proposing action plans for continuous improvement.
  

Education

• A Bachelor’s degree in Business Administration, Hospitality Management or a related field is considered an advantage
• Professional Qualifications in Learning and Development or Coaching or similar is a plus
  

Skills / Competencies

• Excellent communication skills in English (additional languages are an advantage)
• Strong leadership abilities for managing teams and liaising with vendors
• Coordinating and delivering training and development programs
• Strong attention to detail and organisational skills
• Problem solving skills to quickly address last-minute changes in VIP travel arrangements
• Strong organisational and time-management skills to handle multiple tasks efficiently
• Attention to detail and compliance awareness to ensure adherence to regulations and SOPs
• Ability to work under pressure in a fast-paced environment
• Proficiency in computer applications and reservation systems

PERSONAL COMPETENCIES:

• Works well as an individual and equally effective when working in a team
• Ability to develop relationships and communicate effectively across all levels of the organization
• Prepared to adopt and implement new approaches to meet changing circumstances
• Hands-on can-do approach to business with a commitment to customer service
• Achieve agreed objectives and accepts responsibility and accountability for results
• Possess a positive flair, highly motivated and can work under pressure
• Uphold the highest level of respect, discretion, and confidentiality
• Lead others to achieve business objectives