Hoiana Resort & Golf ★ 3.4

SCOPE OF WORK

Assistant Manager, Membership & Guest Services will be primarily responsible in making sure of the success and overall direction and management of all activities and to maintain standards of service, organization and management of daily operations for the Membership and Rewards Program. The role will be responsible in handling all functions of membership counters and all activities related to the membership and rewards program.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Oversee the work flow processes and ensure all standard operation procedures and audit procedures are being followed for all functions and activities at casino membership counter as well as monitoring all activities carried out by shift managers and below to ensure that the department’s objectives are achieved and maintained.
• Responsible for all activities related to membership acquisition and to maintain a high level of data accuracy on membership database.
• Works closely with the management in building casino loyalty and incentive programs, events/promotions, and guest relations to support and enhance customer loyalty.
• Promote a high level of excellent customer service to all customers to build and expand customer relationships and service delivery.
• Response via phone call or email to guests and other departments queries, requests and/ or complaints with regards to casino membership and loyalty program.
• Remain knowledgeable on company’s product and property knowledge, up to but not limited to events, promotion offers, room categories, food and beverage offerings and the entertainment calendar.
• To provide the highest quality of service to all casino patrons in encouraging / increasing rated play from casino members.
• Coordinate with the gaming operation department to identify new and experienced players with intention of recruiting them in casino membership or educating them in casino rewards.
• Carry out promotion of special events when required through telephone contact and/or personal communication, attending such events and participating when appropriate.
• Communicate, both orally and in writing, to current, new and past guests answering questions, extending invitations and resolving any related disputes, as necessary.
• Provide resolution of guest complaints that have escalated past the shift manager’s ability to resolve and provide feedback to the management for improvement.
• Coordinates with other departments regarding procedural or marketing concerns that will support and enhance customer service delivery.
• Provide leadership and motivation and encourage teamwork to staff of all levels to ensure a consistent and professional corporate image as well as managing and coordinating all activities of employees engaged in career development.

• Professional and multicultural working environment
• Good and competitive HR benefits (Additional insurance, staff housing, daily shuttle bus Danang - Hoiana, duty meal, ...)
• Big-scale project in central Vietnam
• Career Development Opportunity

• Bachelor’s degree in Hospitality, Business, Marketing, or related field.
• 3–5 years of experience in casino membership, loyalty programs, or guest services, with supervisory experience preferred.
• Strong knowledge of casino operations, membership/rewards programs, and customer service standards.
• Proven leadership and people management skills; able to handle escalated guest issues professionally.
• Excellent communication skills and ability to work cross-functionally in a fast-paced environment.
• Flexible to work shifts, weekends, and public holidays.