Paiza Elite Service Manager / Paiza 贵宾服务经理招聘信息

Executive & Management, Front of House
Macau
August 19, 2025
Full Time

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Job Description

Job Responsibility

  • Serve as the primary in-person contact for assigned Paiza (VIP club) tier guests from arrival to departure. Deliver personalized, intuitive and anticipatory service throughout the stay.
  • Build trusted rapport with guests, ensuring discretion and proactive follow through. Promptly address guest requests and resolve concerns with empathy, discretion and urgency, ensuring issues are resolved and logged for continuous improvement.
  • Liaise with Gaming, Market Development, Hotel, F&B, Security, Transportation, Entertainment, Retail and Spa to fulfil guest needs.
  • In coordination with Paiza experience team leadership to monitor and manage guest itineraries, preferences, and in resort movements in real time.
  • Actively participate in pre-arrival briefings and arrival day execution across all resorts.
  • Represent the guest’s voice during daily briefings and service recovery conversations.
  • Proactively identify potential issues before they escalate, ensuring guests feel valued and prioritized.
  • Monitor compliance with all safety, privacy and regulatory policies.
  • Log key interactions and guest insights to improve future experience delivery.
  • Collaborate within the Paiza Experience team to support other hosts during peak periods.
  • Share guest intelligence (preferences, mood, intent, requests), observations and innovations that enhance guest engagement and operational effectiveness.

 

Job Requirements

  • Language capabilities:
    • Cantonese: Good command, to communicate effectively with Cantonese-speaking clients.
    • Mandarin: Fluent, to interact with Mandarin-speaking clients.
    • English: Good command, to support communication with international guests.
  • Diploma/ Bachelor degree; preferably in hospitality / hotel management / Airlines
  • Impeccable grooming and personal presentation. Naturally anticipates needs and thrives in fast- paced guest environments
  • Have 2 years’ job experience in Premium / luxury hospitality or Airlines services
  • Clear, confident and diplomatic verbal communication skills
  • Familiarity with mobile messaging platforms such as WeChat, WhatsApp and Teams for guest interaction and team communication
  • Be willing to work on shift (24 hours shift)

 

工作职责：
• 作为指定 Paiza（贵宾会所）客户的主要现场联系人，从抵达到离开全程提供个性化、贴心并主动的服务。
• 与宾客建立信任关系，确保保密性与积极跟进。快速回应客人需求，以同理心、专业和高效处理问题，并记录以便持续改进。
• 协调各部门（如博彩、市场拓展、酒店、餐饮、保安、交通、娱乐、零售及水疗）以满足客人需求。
• 与Paiza体验团队领导协作，实时追踪宾客行程、偏好和在度假村内的动向。
• 积极参与抵达前的简报会，并协助当天迎宾安排，适用于所有度假村。
• 在每日简报会及服务问题回顾中代表宾客立场，提出反馈。
• 主动识别潜在问题，防止事态升级，让客人感到被重视与优先对待。
• 监督确保所有操作符合安全、隐私及监管规定。
• 记录关键互动与宾客洞察，为日后提供更优质服务做准备。
• 于高峰时段协助 Paiza 团队其他成员开展接待工作。
• 分享有关宾客的偏好、心情、需求、观察及创新想法，以提升宾客体验与营运效率。

  • 职位要求：
  • 语言能力：
    • 粤语：良好，以便与粤语客户进行有效沟通。
    • 普通话：流利，以便与普通话客户交流。
    • 英语：良好，以支持与国际宾客的沟通。
  • 文凭/学士学位；酒店管理 / 航空服务等相关专业优先
    仪容仪表专业整洁，具备主动观察并满足宾客需求的能力，适应快节奏服务环境
    • 至少2年高级 / 奢华酒店或航空服务经验
    • 沟通能力清晰、自信且具备外交手腕
    • 熟悉使用WeChat、WhatsApp、Teams等即时通讯工具进行宾客互动和团队沟通
    • 能接受轮班工作（全天24小时轮班）

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