Assistant Manager - VIP, VQ & Events

Genting Malaysia Berhad

Genting Malaysia is a leading multinational conglomerate that is principally involved in the leisure and hospitality business, covering theme parks, casinos, hotels, seaside resorts and entertainment venues in Malaysia, the UK, and the US. It is one of the largest listed companies in Malaysia.
 
With decades of experience and milestones, Genting Malaysia celebrates its 60 Years Diamond Jubilee in 2025, stamping its mark as a leading tourism and entertainment hub with award-winning properties and world-class attractions such as Genting SkyWorlds Theme Park, Skytropolis Indoor Theme Park, Crockfords, and more. Even with all these accolades, Genting Malaysia is constantly expanding and making big waves in the hospitality industry.
 
If you are searching for a dynamic career full of exciting growth opportunities; look no further and join us today!

Job Description: Assistant Manager – VIP, VQ & Events

Position Summary:
The Assistant Manager supports the Manager in providing managerial and administrative support, developing business strategies for the department. delivering exceptional VIP experiences, overseeing virtual queue (VQ) system operations, and coordinating events. This role plays a key part in ensuring smooth daily operations, team supervision, and guest satisfaction while aligning with the park’s overall goals.

Key Responsibilities:

1. VIP Guest Services

• Support the delivery of exceptional, personalized experiences for VIP guests.
• Assist in coordinating itineraries, exclusive access, and premium service arrangements.
• Contribute to the development of new business models and strategic initiatives.
• Respond promptly and professionally to VIP guest inquiries, ensuring timely resolution of issues.
• Uphold and monitor VIP service standards to ensure consistent team performance.

2. Virtual Queue Operations

• Assist in the daily management of the Virtual Queue (VQ) system to optimize guest flow and minimize wait times.
• Monitor queue performance and promptly escalate any technical issues to the relevant teams.
• Collaborate closely with IT and Operations to ensure the Virtual Queue system operates efficiently and seamlessly.

3. Events

• Support and lead site walks and inspections with potential clients to assess venue readiness, discuss event logistics, and ensure alignment with client expectations.
• Coordinate and oversee logistics for special events under the direction of the Manager to ensure seamless planning and execution.
• Collaborate cross-functionally with Marketing, F&B, Operations, and other support teams to ensure all event requirements and objectives are met.
• Oversee on-site event setup, guest flow, and service quality to maintain brand standards and guest satisfaction.
• Prepare comprehensive post-event reports, highlighting outcomes, challenges, and recommendations for future improvements.

4. Team Supervision & Support

• Provide daily supervision and guidance to front-line staff across VIP Services, Virtual Queue, and Events operations.
• Support the training, onboarding, and continuous development of new and existing team members.
• Foster a positive and collaborative team environment that emphasizes guest service excellence.

5. Guest Feedback & Service Improvement

• Collect and consolidate guest feedback from various touchpoints to identify service gaps and opportunities for improvement.
• Assist in implementing service enhancements and operational improvements based on feedback and direction from the Manager and Park Management.
• Track recurring guest concerns and provide insights to support data-driven decision-making.
• Participate in the evaluation of new initiatives or service features aimed at elevating guest satisfaction.
• Coordinate with relevant departments to ensure prompt follow-up and resolution of guest-related issues.
• Contribute to regular service review meetings by preparing feedback summaries and action recommendations.

6. Internal Collaboration & Communication

• Maintain clear and effective communication with park departments and stakeholders to support VIP, VQ, and event operations.
• Conduct briefings and meetings to relay all relevant information to team members.
• Coordinate with IT and external vendors to ensure the functionality and reliability of Virtual Queue systems and park mobile applications.
• Ensure consistent messaging and uphold service standards across all guest touchpoints.

7. Reporting & Documentation

• Prepare daily operational summaries, reports, and guest service updates for managerial review.
• Assist in developing and implementing Standard Operating Procedures (SOPs) to ensure efficient, productive, and guest-friendly operations.
• Support the VIP, VQ, and Event Manager in all aspects of VIP, VQ, and event operations, as well as ad hoc projects and assignments.
• Maintain accurate records of VIP services, event logistics, and queue performance metrics

 Qualifications:

• Minimum of 5 years’ experience in guest services, events, or hospitality operations, preferably within a theme park, resort, or large-scale attraction environment, with hands-on exposure to both front-line and supervisory functions.
• Strong interpersonal and communication skills, capable of building rapport with diverse guests and stakeholders, addressing inquiries professionally, and ensuring memorable guest interactions.
• Proven track record of delivering excellence in fast-paced, guest-centric environments by maintaining calm under pressure, adapting to operational changes, and upholding brand service standards.
• Sound knowledge of queue management systems and virtual queue operations, with the ability to analyze system performance, coordinate with IT, and optimize guest flow for maximum efficiency.
• Experienced in event planning and coordination, including logistics management, vendor liaison, site inspections, and post-event evaluations to ensure seamless execution.
• Demonstrated leadership ability in supervising, coaching, and mentoring team members to enhance service delivery, productivity, and teamwork across departments.
• Exceptional problem-solving and decision-making skills, with the capacity to assess situations quickly, provide effective resolutions, and prevent potential guest dissatisfaction.
• Highly organized and detail-oriented, with strong multitasking capabilities to manage overlapping priorities in operations, guest engagement, and event execution.
• Independent yet collaborative, with a proactive attitude toward continuous improvement and alignment with the organization’s service culture and performance goals.

Be part of an exciting history-in-the-making, help shape the future with us. This is a golden opportunity for you to establish a strong foundation for a great career within the company. Apply now!