V.I.P Shift Manager (VIP Guest Relations Manager)

**Responsibilities:

• Overseeing and provide operational support and dedicate duties to entire employees in the department. Updated frequently duties for Casino VIP services officer whenever casino service sequence or procedure is enhanced.

• Interacted and assisting VIP Premium guess and ITO ( International Travel Operator) to ensure smooth operation and follow company procedures and Policies at all time.

• Conduct all VIP program settlement including Premium Program and ITO Program whenever requires.

• Maintained appropriate budgetary controls, monitors activities, initiates timely and effective correcting actions, stays within budget, and make appropriate budgetary recommendations.

• Provide leadership and vision to the organization by assisting the Board and staffs with the development of long range and annual plan, with the evaluation and reporting of progress in plans.

• Development, continual improvement and comply the Standard Operation Procedures in the casino organization.

• Support company’s philosophy and company culture on a daily basis to ensure guest satisfaction and the achievement of our mission statement.

• Maintain complete knowledge of all hotel features/services, hotel restaurant food concepts, menu price range, dress code and ambiance.

• Maintain and deliver complete knowledge of hotel room types, number/names, layout appointments, amenities and facilities like transportation, spa, F&B and others to the whole department.

• Perform duties of check and balance routinely to ensure the VIP services operation is smooth.

• Update complete knowledge of scheduled casino’s activities, names and locations of functions/events to the whole departments.

• Accommodate all guest requests in an accurate and efficient manner.

• Monitor and manage daily hotel room allotment sufficiency and efficiency to accommodate the occupancy and expected arrivals/departures.

• Monitor the Casino VIP Services department staffs to work professional according to department Standard Operation Procedures. Revised and updated routinely the SOP appropriately to meet the requirement and necessary services level for the company.

• Demonstrate teamwork by dedicating and encouraging team workers.

• In charge of providing proper procedures when handling emergency cases and ensure that is follow proper procedures in emergency situations.

• Manage and analysis daily call records and relay messages accurately through statistically report, for competency and legibly, in order to minimize the dropped calls and maximize the calls handling services level.

• Manage closely with the International Marketing team to ensure constant e-mail review and follow up in the prompt and efficiently way.

• Carry out the duties assigned and perform any other reasonable duties as required by the top management from time to time.

• Maintain a good rapport and working relationship with staffs in the Place of Work and all other departments.

• Conduct and contribute to all staff meetings for Departmental and Hotel trainings scheduled and other related activities whenever adequate.

• Undertake any reasonable tasks and secondary duties as assigned by top management.

• Respond and assistance to any changes in the International Marketing Department function as dictated by the Company.

• Carry out any other reasonable duties and responsibilities as assigned by top management.

Guest Service

• Provide a courteous, professional, efficient and flexible service at all times, following Corona Resort & Casino Phu Quoc’s Standards of Performance. VIP Shift Manager must create the first and last impression of a Casino to the guest (internal and external). Therefore, a Casino VIP Shift Manager is essential to have an impressive and sincere image to the guests in order to gain their returns.

• Personnel

• Ensure compliance with prevailing policies, procedures and regulatory requirement of the company in all times.

• Reflect the culture of Corona Resort & Casino Phu Quoc at all-time both in terms of internal and external brand contacts with guests, suppliers and vendors, external and internal employees, owners, shareholders and colleagues in the industry whereby at all times we will treat others the way we would like to be treated ourselves! Have passion for what we do and an open mind and a warm heart to all we deal with, which, combined with a continuous commitment to teamwork makes us a Winning Team.

• Flexibility and multi-tasking – Due to the nature of our industry and guest expectations, you may be re-assigned either temporarily or for a longer term to other positions within the company operations. Each employee is expected to be cross trained so as to be able to assist other departments. Work schedules may be adapted to operational needs and to ensure we fulfill guest expectations.

• Handling guests' problems and complaints