Executive Manager for Luxury Customer Services

4 days ago

COD Mediterranean Limassol, Cyprus beBeeLeadership Full time €35,000 - €55,000
Job Title: Executive Manager for Luxury Customer Services

We are seeking an experienced and skilled professional to oversee the operations of our luxury customer services team. The successful candidate will be responsible for ensuring seamless execution of VIP gaming customers' trips, coordinating travel logistics, accommodations, and transportation, and delivering a smooth and efficient experience for VIP customers.

The ideal candidate will have a strong background in leadership, customer service, and team management, with excellent communication and problem-solving skills. They will be able to work effectively in a fast-paced environment and adapt to changing circumstances.

Key Responsibilities:
  • Liaise with internal and third-party service providers to ensure VIP customers experience is exceptional from arrivals to departure and handling relevant payments process.
  • Utilize internal management system to handle room reservations, including managing room inventory, booking rooms, assigning rooms, and accommodating needs of in-house customers, and billing.
  • Utilize 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 maintaining 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 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.
Required Skills and Qualifications:
  • 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.
  • 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.
Benefits:

This position offers a competitive salary and benefits package, including opportunities for career growth and development.

Others:

Please note that this job description may be subject to change based on business requirements and operational changes.

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