Manager, VIP Services

Job Summary

Reporting to the Senior Manager, CRC Grandstand Customer Services, the job holder will play a critical role in ensuring excellent communication, problem solving and high-level customer service for achieving customer satisfaction in the CRC Grandstand. This role involves coordinating closely with segment owners and relevant business units on racecourse pre-opening, and opening operations. This role will participate in designing service level for specific segments, especially Mainland China market customers.  Additionally, S/he will coach and provide part-time staff with all opening operation work skills and undertake part of the training course development and teach respective training courses. Actively involved in the role for Business Process Improvement, Standard Operations Process (SOP), Service Level Agreement (SLA), best practice is also a key responsibility.

Major Tasks

1.CRC Grandstand Pre-Opening Phase
  1)Assist Line Manager in Develop Customer Services Operating Model 
  2)Assist Line Manager in Create Master Training Plan for Customer Services Functions
2.CRC Grandstand Grand Opening and Post Opening Phase 
  1)Support Line Manager to oversee VIP services operations teams to ensure VIP Services operations are carried out per SLA.
  2)Provide a voice back of what customers need.
  3)Work closely with Owner segments to develop personalized service packages precisely tailored to meet the diverse needs of all VVIP. Define customer experience touch points, design and execute personalized service to our VVIP guests in the Grandstand. This involves coordinating with different departments to translate customer insights into actionable strategies, initiatives, and recommendations to enhance customer satisfaction, loyalty, and overall experience.
  4)Implement customer services standards specifically tailored for Mainland China Market Customers.
  5)Ensure excellent communication, problem solving and high-level customer services for achieving customer satisfaction.
  6)Lead and supervise the team comprised by part-time workforce and full-time staff. Coach and provide to part-time staff on all opening operation for VIP services. Create training plan for CRC Grandstand Customer Services Team. Undertake part of the training course development and teach respective training courses to ensure all customer requirements are met efficiently and effectively, and achieving operational goals at the Grandstand.
  7)Oversee the part-time recruitment agents’ performance both in quality and quantity for the work they delivered to customers in the Grandstand.
  8)Gather and analyze Grandstand customer feedback through various channels, such as surveys, focus groups, social media, and other relevant sources, to identify trends, insights, and areas for improvement. Establish and execute Delegation of Authority, and provide service defects recovery. 
  9)Monitor and track Grandstand customer satisfaction metrics, KPIs, and performance indicators, and provide regular reports to management with actionable insights and recommendations.
  10)Oversee the management of customer services OE and OS in the Grandstand. This involves ensuring all operational equipment is functional and meets the required standards. Be responsible for maintaining and upgrading equipment as necessary, and ensuring operational services are delivered efficiently.
  11)Be responsible for Business Process Improvement, SOP, best practice, checklist establishment and update, etc.
3.CRC Grandstand Post Opening Phase 
  1)Define customer experience touch points to sharp the customer perception of branding and enhance customer experience and drive greater satisfaction for Non-Raceday business activities.
  2)Assist in managing customer services manpower resources needs and allocate the resources for Non-Raceday business activities.
  3)Provide customer services operations on Non-Raceday as defined by Non-Raceday business objectives.

Education

• Bachelor's degree in Business Administration, Hospitality Management, or a related field.

Qualifications

• Excellent communication and interpersonal skills.
• Strong problem-solving and organizational abilities.
• Detail-oriented with a focus on delivering high-quality customer service.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Excellent time management and prioritization skills.
• Ability to build and maintain positive relationships with internal and external stakeholders.
• Proficient in using Customer Service System.
• Familiarity with customer service software and tools.
• Strong MS Office skills, including Word, Excel, and PowerPoint.
• Fluent in written and oral English, Cantonese and Mandarin

Experience

• Minimum of 10 years of experience in customer services management, preferably in the hospitality or event management or tourist industry.
• Minimum of 3 years of experience in serving VVVIP 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 part-time employees and vendor relationships.
• Excellent communication and presentation skills.
• Obtain valid Health Certificate as required by Mainland China laws and regulations.