Assistant VIP Services Manager

Job Summary

The job holder will play an important role in ensuring excellent communication, high-level customer service for achieving customer satisfaction in the CRC Grandstand. This role involves heavily in Pre-opening within CRC Grandstand, and post-opening operations. This role will participate in executing service standard for specific segments, Additionally, S/he will assist to coach and provide part-time staff with all opening operation work skills and teach respective training courses. Actively involved in the role for Standard Operations Process (SOP) execution.

Major Tasks

1. Support the line manager in designing the customer services operating model and simulation plans for CRC Grandstand, in accordance with house rules and experience design, covering Raceday and Non-Raceday y operations. Assist in supervising daily work of frontline teams including CSA, CSS and GRO.
2. Support coordination between Catering, Venue Operations and Event Production teams to deliver customer experience services as required.
3. Assist in collecting and understanding customer needs, preferences and expectations.
4. Assist the line manager in drafting and implementing SLAs to maintain high customer satisfaction for all customer groups.
5. Help establish and follow customer service policies, procedures and quality standards in line with industry best practices.
6. Support the identification of customer experience touchpoints to improve service quality and customer satisfaction.
7. Support IPMO and Segment Owners in booking coordination including hotel, Food & Beverage, activities and transportation via the centralized booking system and travel agents.
8. Provide support for onboarding of CSA, CSS and other customer service staff.
9. Provide support for cross-functional training including catering, security and facility management to ensure consistent service standards and service tone across all frontline teams.

Education

Qualifications

Experience

• College or above’s degree in business administration, Hospitality Management, or a related field.
• Minimum of 3 years of experience in customer services management, preferably in the hospitality or event management or tourist industry.
• Minimum of 5 years of experience in serving VIP customers in International high-end Service Enterprise.
• Proven experience in customer experience management, voice of customer programs, consumer insight, market research or a similar customer-centric industry.
• Demonstrated ability to manage and train non-full-time employees.
• Excellent communication skills.
• Obtain valid Health Certificate as required by Mainland China laws and regulations.