VIP Services Representative (E-Gaming/Local)

OVERVIEW OF POSITION:
The VIP Service Representative manages VIP concierge reservations and service coordination for COSMO guests and in the future for CORRA App, including hotels, flights, restaurants, airport fast track and transportation bookings (not actual transfers). The role handles confirmations, approved deductions, daily reporting and follow-up during scheduled operating hours. Urgent hotel bookings and ad-hoc VIP requests outside these hours are handled by Reward Club. The role will also support the future CORRA App reservation and redemption backend.
KEY DUTIES AND RESPONSIBILITIES:
Duties may include but are not limited to:
Manage VIP reservations and concierge requests accurately and promptly.
Coordinate booking confirmations, changes, cancellations and guest preferences.
Verify approved benefits and coordinate authorized deductions with accurate records.
Maintain daily reservation, transaction and pending-request reports.
Support CORRA App backend requests when the platform is introduced.
KEY FUNCTIONS:
VIP Concierge & Reservations
Arrange reservations for hotels, flights, restaurants, airport fast track, transportation, spa and other approved services; actual guest transportation is performed by the Transportation Team.
Check availability, prices, cancellation conditions and guest details with providers; issue confirmations and follow up on changes.
Guest Service & Coordination
Support VIP guests and BD/MD, Marketing, Reception and Rewards Club with timely booking updates during VIP Service operating hours.
Resolve routine booking issues during operating hours and escalate exceptional or unresolved requests to the designated manager.
Benefit Verification & Deduction Control
Verify guest eligibility and authorized complimentary arrangements before booking or deduction.
Process or coordinate approved Primary Comp, Cashback/Points or other permitted deductions within assigned system access; reconcile records and investigate discrepancies.
Access Hidden Comp only if specifically authorized; never disclose restricted balances.
Daily Reporting & Handover
Maintain a daily reservation log showing confirmed, pending, amended, cancelled and completed requests.
Record service cost, approval, deduction, transaction reference and outstanding items; submit daily reports and hand over all pending requests to RC before shift end.
CORRA App Backend - Future Scope
Review incoming App reservation and service-redemption requests; confirm availability with providers before approval where required.
Update request status, coordinate authorized IGT deduction and balance synchronization, and issue booking confirmations or e-vouchers when supported.
Prevent duplicate redemptions and maintain an auditable record of each request.
Operations & Compliance
Follow approved SOPs, approval limits, data confidentiality and service standards.
Initial setup: four colleagues, each working one 9-hour shift per working day, five days per week with two days off; exact service hours and roster are subject to management approval.
VIP Service is not a 24/7 department. Outside its operating hours, RC takes ownership of urgent hotel reservations and ad-hoc VIP service requests, with full records and handover to VIP Service on the next shift.
As demand grows, VIP Service may expand to a maximum of two shifts per day; 24-hour coverage is not planned.