Position Summary

The Executive Manager – Customer Services (Non‑Gaming NSU) is responsible for managing and overseeing the execution of non‑gaming new sign‑up (NSU) operations across designated locations within and outside the GEG Integrated Resort.

This role leads frontline teams to deliver high service standards aligned with the Asian Heart philosophy, drives NSU performance, supports non‑gaming partners in frontline activation, and ensures operational excellence across daily operations, events, and promotions. The Executive Manager works closely with the AVP/ASVP, Customer Loyalty, Non‑Gaming CRM, and internal stakeholders to consistently achieve NSU targets while enhancing the overall guest experience.

Primary Responsibility

Customer Service & Guest Experience

• Manage and oversee customer service operations at non gaming NSU locations and service counters to ensure smooth and consistent service delivery.
• Lead by example and coach Team Members to uphold high service standards aligned with the Asian Heart philosophy and guest experience excellence.

Promotions, Campaigns & Product Knowledge

• Maintain a strong understanding of non gaming customer segments, including what attracts guests and drives new sign ups.
• Remain updated with detailed knowledge of GEG non gaming products, events, attractions, and services, as well as general awareness of relevant market and competitor offerings.

Event & High Traffic Activation Support

• Manage non gaming NSU operations during major events, concerts, and high traffic periods to ensure smooth guest flow and effective sign up execution.
• Implement real time communication with relevant departments to ensure swift response to guest needs and operational challenges during event days.

Requirements