Accountable for the overall direction and coordination of VIP and elite guests to ensure service standards are in place by all relevant departments as well as execution of service excellence to both internal and external customers.
· Oversees the operation efficicency of butler services, airport, hotel, gaming, transportation, limousine, and general admin support to all VIP customers;
· Designs department strategy and plans for enhancing service levels and evaluates and analyzes service performance;
· Liaises with the Marketing and Business Development departments to ensure a well-coordinated customer experience;
· Provides input into and executes the development, implementation, and measurement of VIP guest service standards; ensures guests are being provided with the necessary level of service;
· Understands customer needs and wants, having the ability to promote a similar understanding in other members of the team;
· Participates in the research, development, evaluation and implementation of new products, services and processes to ensure the company’s competitive position and anticipates changing customer needs within the dynamic hospitality/gaming environment.