Membership Operations Leader: Guest Loyalty & Compliance

Westside Resort; Parañaque; On-site; PHP 600,000 - 800,000; Full time

Job summary

Westside Resort is seeking a Membership Operations Supervisor to oversee the Membership Desk, ensuring smooth enrollment, accurate account management, and reliable rewards processing. This role emphasizes world-class guest service and strict compliance with gaming rules and company policies.

The successful candidate will lead Membership Ambassadors, enforce AML and privacy standards, and maintain member data integrity while actively engaging players to build loyalty.

Qualifications

• Bachelor's degree in Business, Hospitality, Tourism, or a related field (or equivalent experience).
• Minimum of 2 years in operations, membership administration, customer service, or a supervisory role.
• Experience in hospitality, integrated resort, or gaming environments is preferred.

Responsibilities

• Supervise daily operations of the Membership Desk, ensuring accurate sign-ups and card issuances.
• Create and update member accounts with appropriate system access levels.
• Enforce AML program and compliance with Data Privacy Act of 2012.
• Conduct audits of data entry and card printing transactions.
• Maintain and protect the membership database and player records.
• Escalate and resolve complex guest inquiries, disputes, and rewards issues.
• Engage with players on the casino floor to drive satisfaction and loyalty.
• Lead pre-shift briefings and coordinate with teams on policy and promotions.
• Ensure adherence to internal policies, regulatory requirements, and the Code of Conduct.

Skills

Customer service

Team supervision

Compliance

Data privacy

Education

Bachelor's degree

Job description

Westside Resort is seeking a Membership Operations Supervisor to oversee the Membership Desk, ensuring smooth enrollment, accurate account management, and reliable rewards processing. This role emphasizes world-class guest service and strict compliance with gaming rules and company policies.

The successful candidate will lead Membership Ambassadors, enforce AML and privacy standards, and maintain member data integrity while actively engaging players to build loyalty.