Company Description
Located inside the Pullman Saigon Center, Club V is a modern gaming space that blends different cultural environments. We offer an unparalleled gaming experience and exceptional customer service, creating a unique ambiance for our visitors. We seek highly motivated and well-organized individuals to maintain the efficient operation of our organization and continue to deliver outstanding service.
Position Summary
The Floor Manager is responsible for ensuring customer retention and satisfaction through exceptional service delivery on the gaming floor. This role requires excellent communication skills, supportive leadership, and the proven ability to manage real-time floor situations with confidence and efficiency. The Floor Manager will lead the Host team in providing quality service that aligns with company SOPs and brand standards.
Key Responsibilities
- Build and manage strong relationships with target customer segments, especially VIP/VVIP players, to enhance customer loyalty.
- Deliver excellent and personalized customer experiences in collaboration with Floor Hosts.
- Monitor players visits and behaviors to better understand their preferences and tailor promotional offers and marketing campaigns accordingly.
- Identify customer needs in a timely and proactive manner to improve retention and satisfaction.
- Work closely with internal teams and Marketing to coordinate floor events and promotions in alignment with business goals.
- Conduct market research, including monitoring competitor activities, and adjust/suggest promotions as needed.
- Ensure full compliance with all company policies, local regulations, and industry standards while maintaining the highest levels of integrity.
- Resolve customer complaints and concerns promptly and professionally, always demonstrating a customer-first mindset.
- Report directly to the Operations Manager. The role is floor-based and requires minimal office work this is not a 50/50 officefloor split.
Qualifications
- Patience, empathy, and professionalism in all customer interactions.
- Calm and confident problem-solving and conflict resolution skills.
- High level of personal integrity and a strong customer-centric attitude.
- Excellent verbal and written communication skills in English; proficiency in additional languages (e.g., Chinese) is a plus.
- Prior experience working with VIP/VVIP clients in luxury service or high-end hospitality environments is highly desirable.
- Bachelor&aposs degree in Hospitality Management, Business Administration, or related field.
