{"id":2482297,"url":"https://alion.io/job/melco-resorts-supervisor-vip-services-administration","title":"Supervisor, VIP Services Administration","company":{"id":2462159,"name":"Melco Resorts & Entertainment","domain":"melco-resorts.com","url":"https://alion.io/company/melco-resorts","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":95,"open_postings":8,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":64,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Limassol, Cyprus"],"countries":["CY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":24000,"max_usd":59000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":5425},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-17T00:00:00Z","employer_posted_date":"2026-08-17","last_verified_at":"2026-10-23T19:39:59Z","board_verified":true,"closed_at":null,"days_open":68,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":68},"description":"REQ13036 Supervisor, VIP Services Administration (Open)POSITION SUMMARY:\nThe Supervisor, VIP Services Administration, is responsible for overseeing the operations of the\nCoordinator, VIP Services, to ensure the seamless execution of VIP gaming customers’ trip. Will also step in to assist with operational tasks when required, this includes coordinating travel logistics,\naccommodations, and transportation, as well as ensuring a smooth and efficient experience for VIP\ncustomers. This position balance of leadership and customer service excellence to VIP customers.\nThe Supervisor, VIP Services Administration, provides continues support to the Assistant Manager, VIP\nServices Administration, by assisting with training, evaluating team development, and ensure a high\nstandard of service delivery while adhering to Standard Operating Procedures (SOPs) and regulatory\nguidelines.\nPRIMARY RESPONSIBILITIES:\nLiaise with internal and third-party service providers such as the hotel, travel agents, transportation, and airport team to ensure VIP customers experience with reservations, from arrivals up to departure and handling the relevant payments process.\nUtilize the internal management system to handle room reservations, including managing room inventory, booking rooms, assigning rooms, and accommodating the needs of in-house customers, and billing.\nUtilize the internal management system to handle flight ticket reservations, including checking availability, booking flight tickets, and staying up to date with any changes or updates.\nCommunicate relevant details to internal stakeholders.\nEnsure compliance by conducting necessary reviews and maintain accurate information or documentation in accordance with company policies and regulatory requirements.\nMaintain accurate and confidential records for information such as customers’ service arrangements and support Business Development Department on their inquiries regarding customer activities.\nProvide timely updates to the Department’s Senior Management and other departments, such as, Hotel and Table Games, regarding VIP customers experiences, including gaming activity.\nCoordinate with multiple departments (marketing, hotel, casino operations) to share guest related information while ensuring confidentiality.\nEnsure timely issuance of complimentary charges for services booked on behalf of VIP guests in the management system, in line with company policies and approval guidelines.\nAdhere to procedures such as SOPs and workflows to ensure efficiency and regulatory compliance in all administrative process.\nAttend internal trainings as required by the Assistant Manager, VIP Services Administration, and the top management.\nAccountable that all relevant invoices received from registered external vendors regarding requested services, have been reviewed and processed for payment in a timely manner.\nKeep accurate records of employee attendance and annual leave tracking to maintain proper scheduling and operational balance.\nResponsible that new and existing team members are well trained and continuously develop their knowledge and competencies with regards to the BUs SOPs, workflows, guides, and other internal operational procedures.\nAssigned to maintain attendance sheets and training records of the team members.\nEnsure compliance by conducting necessary reviews and request essential documentations per company policies.\nSupervise the Coordinator, VIP Services and continuously evaluates the development of the team to ensure effectiveness and that the respective workflows and procedures are being followed and implemented. Report findings to the Assistant Manager, VIP Services Administration.\nPropose training and development insights and action plans to the Assistant Manager, VIP Services Administration.\nDeliver constructive feedback and lead appraisal sessions to assess performance of the Coordinator, VIP Services.\nResponsible for facilitating the disciplinary and counselling procedures for the Coordinator, VIP services -draft the necessary documents, schedule the meeting, communications with the team.\nFrom time to time, management may change certain tasks based on synergies due to business requirements and operational changes.\nJOB REQUIREMENTS:\nWilling to work a 24/7 rotation schedule including night shifts, weekends and national holidays.\nFlexible and accommodating as this may require extra hours out of working schedule.\nKEY PERFORMANCE INDICATORS:\nProduct knowledge, Operations Efficiency\nAccurate processing of all travel and accommodation bookings within internal systems\nEffective communication with third party vendors and other departments to ensure seamless coordination of VIP customers’ service.\nTimely reporting of all operational updates, issues, and resolutions.\nAdaptability to dynamic operational needs and continuous process improvements.\nMaintain a high percentage of accurate reservations without errors.\nProactive problem-solving and decision-making to prevent service failures.\nMeet deadlines for report submissions and team evaluations.\nEffective team training and development ensuring staff competency\nCompliance\nMaintain strict confidentiality of sensitive information and understand breach implications\nAdhere to Standard Operating Procedures (SOPs) and ensure workflow alignment with policies and regulatory requirements\nQUALIFICATIONS:\nExperience\nMinimum of 2 years of experience in VIP customer services, or administrative roles within the hospitality, gaming, or travel industries.\nMinimum of 1 year experience in supervisory or management role.\nMinimum of 1 year experience in identifying, organizing, delivering training, and proposing action plans for continuous improvement.\nEducation\nA Bachelor’s degree in Business Administration, Hospitality Management or a related field is considered an advantage\nProfessional Qualifications in Learning and Development or Coaching or similar is a plus\nSkills / Competencies\nExcellent communication skills in English (additional languages are an advantage)\nStrong leadership abilities for managing teams and liaising with vendors\nCoordinating and delivering training and development programs\nStrong attention to detail and organisational skills\nProblem solving skills to quickly address last-minute changes in VIP travel arrangements\nStrong organisational and time-management skills to handle multiple tasks efficiently\nAttention to detail and compliance awareness to ensure adherence to regulations and SOPs\nAbility to work under pressure in a fast-paced environment\nProficiency in computer applications and reservation systems\nPERSONAL COMPETENCIES:\nWorks well as an individual and equally effective when working in a team\nAbility to develop relationships and communicate effectively across all levels of the organization\nPrepared to adopt and implement new approaches to meet changing circumstances\nHands-on can-do approach to business with a commitment to customer service\nAchieve agreed objectives and accepts responsibility and accountability for results\nPossess a positive flair, highly motivated and can work under pressure\nUphold the highest level of respect, discretion, and confidentiality\nLead others to achieve business objectives","description_format":"text","description_chars":7211,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All 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