Main purpose of the Job
Reporting to Director, VIP Services and will be primarily responsible for managing assigned VIP Services operational functions within the department consistent with the strategic plan and vision for the department, and HOIANA. Responsible for maintaining and growing guest satisfaction scores by effectively solving guest complaint issues and maximizing guest enjoyment throughout the visitation process. It is also the responsibility of the Assistant Director, VIP Services to work under the guidance of the Director, VIP Services and assist in the operations of the main office. Specific functions include: Provide leadership, motivation, enthusiasm, direction and support for VIP Services Executives, International and Direct Marketing offices.
Key Duties & Responsibilities
Duties may include but not limited to:
- Plans and implements International Marketing Communication Policies and Procedures for VIP Services team and includes organizing, planning and directing all VIP Services operations within the International Marketing Department.
- Conduct personal behavior and select, train, coach, counsel, appraise and retain direct reports who consistently perform actions and behaviors that reinforce the Company’s Mission and Values of Communication, Integrity, Fun, Respect, Accountability, Passion and Dedication.
- Oversees the daily operations of the Transport section and ensure that excellent service is maintained and achieved within the section.
- Ensure customer retention and repeat customers through excellent service provided by operational staff.
- Assists in the creation and development of all Player Development literature, promotions, events etc.
- Oversees and manage the daily operations of the VIP Executives for both VIP Services and VIP Reservations section to ensure the highest standard of ethical business conduct.
- Serves as a resource and provides guidance for Managers and VIP Executives.
- Serve as an ongoing ambassador and advocate for our gaming product and amenities to valued guests.
- Maintain professional and courteous relationships with team members in VIP Services Team and across all departments to enhance the productivity and effectiveness of the International Marketing department and all property operations.
- Develop department members’ knowledge and skills through education, training, coaching, corrective counseling, etc.
- Conduct personal behavior and select, train, coach, counsel, appraise and retain direct reports who consistently perform actions and behaviors that reinforce the Company’s Mission and Values of Communication, Integrity, Fun, Respect, Accountability, Passion and Dedication.
- Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate management of concerns and observations.
- Ability to perform multiple tasks in an efficient manner.
