Supervisor, VIP Services Administration

About the role

The Supervisor, VIP Services Administration oversees the Coordinator of VIP Services to ensure seamless travel, accommodation and transportation arrangements for VIP gaming customers. The role blends leadership with high‑level customer service, supporting the Assistant Manager in training, performance evaluation and compliance with SOPs and regulatory guidelines.

Key responsibilities

• Liaise with hotels, travel agents, transportation providers and airport teams to manage reservations, arrivals, departures and related payments.
• Use internal management systems to control room inventory, book and assign rooms, and process billing for in‑house VIP guests.
• Handle flight ticket reservations, monitor availability, book tickets and manage changes.
• Maintain accurate, confidential records of customer service arrangements and support Business Development inquiries.
• Provide timely updates to senior management and relevant departments on VIP customer experiences and gaming activity.
• Ensure complimentary charges are issued in line with company policies and approval guidelines.
• Review and process invoices from external vendors promptly.
• Supervise and evaluate the Coordinator, ensuring adherence to SOPs, workflow efficiency and team development.
• Deliver training, constructive feedback and performance appraisals; manage disciplinary and counselling procedures as needed.

Required profile

• Minimum 2 years experience in VIP customer services or related administrative roles within hospitality, gaming or travel.
• At least 1 year of supervisory or management experience.
• Proven ability to design, deliver and improve training programs.
• Bachelor’s degree in Business Administration, Hospitality Management or related field (advantageous).
• Professional qualifications in Learning & Development or Coaching are a plus.
• Excellent English communication skills; additional languages are advantageous.
• Willingness to work a 24/7 rotation schedule, including nights, weekends and holidays.