POSITION SUMMARY: 

The Manager, Club Services is responsible for the daily operations of the loyalty club incorporating guest service, policy, and procedure development as well as liaison with all other operating departments on any matter related to membership services and gaming promotions.

PRIMARY RESPONSIBILITIES:                 

1. Ensures best practices are consistently implemented by the Assistant Manager and Senior Host to maximize the productivity, staff well-being and overall performance, as well as responsibility for reporting any actual or potential issues and act in accordance with the established policies and procedures.

2. Ensures all operations of the Resorts & Loyalty Marketing are in accordance with departmental rules, polices and regulations as outlined in the operational manual.

3. Contributes to and ensures the maintenance of high levels of staff morale through effective communication.

4. Supervises the Assistant Managers and Senior Hosts to maintain high standard of customer service and constantly provides coaching to the subordinates.

5. Responsible for liaison with Human Resources to ensure recruitment, training and evaluation of staff are in order and well progressed.

6. Tracks and provides appropriate reports to the management on the overall performance and productivity of Resorts & Loyalty Marketing.

7. Main liaison with various departments on matters related to membership services, execution of gaming promotional activities and recruitment exercise.

8. Manages and coordinates the supply and consumption of club operating supplies, promotional prizes/display/collaterals and redemption merchandizes.  

9. Recommend and/or execute management policies to hire, transfer, suspend, layoff, recall, discharge, re-assign, or discipline employees.

QUALIFICATIONS:

I. Experience

Minimum 5 years’ experience in a Supervisory role within the Gaming, Hospitality or related industry is preferred.

II. Education 

Degree holder or higher in Marketing major is preferred.

III. Skills / Competencies 

1. Displays a high commitment to improving customer service

2. Adopts and implements new approaches and practices to meet changing circumstances

3. Employee development

4. Fluent in spoken & written English, knowledge of other languages is advantageous

5. Proficient in PC knowledge (MS Office)

IV. Others

1. Individual Leadership

2. Encourages people to work as a team 

3. Attention to detail

4. Willing to work on shift 

5. Work independently and self-motivated

6. Motivates others to achieve business objectives and common goals  

7. To be flexible and accordingly as this position may require extra hours out of normal work hours