SJM Job

Position: Assistant Manager - VIP Services
Department: VIP Services
Working Location: Taipa / Cotai
Post Date: 21/11/2025
Requirements: • Bachelor's degree or above is preferred
• Minimum of 3 years related supervisory working experience
• Familiar with the latest trends and standards in the VIP service industry, capable of applying best practices to daily operations
• Outstanding communication, interpersonal skills and high emotional intelligence (EQ), to ensure the understand and respond to the needs and emotions of VIPs and team members
• Flexible working hours to accommodate the non-standard schedule demands of the VIP service industry
• Professional appearance and etiquette to represent the company’s image when interacting with VIPs
• Fluent in Chinese (Mandarin and Cantonese) and English, able to communicate fluently with local and international VIPs
• Proficient with computer operation knowledge and application of MS Office
Responsibilities: • Capable of leading the team to execute established service processes, ensuring 100 percent flawless execution daily
• Responsible for managing the daily operations of VIP Services Department, ensuring the smooth execution of service from arrival to departure
• Maintain close collaboration with the Transportation Department to ensure suitable transportation and shuttle arrangements for guests
• Handle service complaints, and other sensitive matters, upholding high standards of customer relations and brand image, striving to exceed guests' satisfaction
• Ensure sufficient staffing at the reception, VIP area, and heart of house support zones to meet daily operational needs
• Regularly submit daily operations reports to management and relevant departments to provide decision-support information
• Observe areas for improvement in daily operations and propose specific, practical suggestions to superiors
• Able to analyze operational data (e.g. customer satisfaction, service efficiency) and submit regular reports to superiors to support decision-making
• Recommend or execute management policies to support hiring, transfers, suspensions, layoffs, redeployment, or employee training/counseling
• Capable of providing constructive feedback and improvement measures to team members regarding their performance, fostering team growth
• Maintain a positive mindset under pressure, leading the team in a high-energy, positive work environment to deliver exceptional service to VIPs

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