Senior VIP Services Officer

Job Summary

Reports to the Assistant Manager / Manager, VIP Services, 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.

The working location of this position is Guangzhou (including Conghua District) and business travel based on business need.

Major Tasks

CRC Grandstand Pre-Opening Phase

• 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.
• Support coordination between Catering, Venue Operations and Event Production teams to deliver customer experience services as required.
• Assist in collecting and understanding customer needs, preferences and expectations.
• Assist the line manager in drafting and implementing SLAs to maintain high customer satisfaction for all customer groups.
• Help establish and follow customer service policies, procedures and quality standards in line with industry best practices.
• Support the identification of customer experience touchpoints to improve service quality and customer satisfaction.
• Support IPMO and Segment Owners in booking coordination including hotel, Food & Beverage, activities and transportation via the centralized booking system and travel agents.
• Provide support for onboarding of CSA, CSS and other customer service staff.

CRC Grandstand Grand Opening and Post Opening Phase

• Support the Line Manager in supervising VIP services teams to ensure daily operations comply with SLAs.
• Collect and feedback on customer needs and opinions from the Line Manager.
• Support the development of personalized service packages for VVIP guests. Assist in defining customer experience touchpoints and implementing personalized services. Help coordinate with different departments to improve customer satisfaction and experience.
• Assist in implementing customer service standards for Mainland China customers.
•  Provide professional communication and problem-solving support to maintain high-quality customer service and satisfaction.
•  Support the supervision of full-time and part-time VIP service teams. Assist in coaching part-time staff during the opening period. Help develop training plans and materials and assist in delivering training courses for the customer service team.
• Support the monitoring of recruitment agents’ performance in terms of part-time staff quantity and service quality.
• Collect and organize customer feedback from surveys, social media and other channels. Assist in identifying service issues and supporting service recovery.
• Track customer satisfaction metrics and KPIs. Prepare regular reports and provide improvement suggestions.
• Support the management of operational equipment (OE) and operational services (OS) in the Grandstand. Help check equipment condition and ensure normal operation.
• Assist in establishing, updating and implementing business processes, SOPs, checklists and best practices.

CRC Grandstand Post Opening Phase

• 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.
•  Assist in managing customer services manpower resources needs and allocate the resources for Non-Raceday business activities.
•  Provide customer services operations on Non-Raceday as defined by Non-Raceday business objectives

Education

Bachelor degree in any disciplines.

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.