Membership Operations Supervisor

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

About the role

The Membership Operations Supervisor is responsible for the efficient and compliant management of all Membership Desk operations. This role leads the Membership Ambassadors, overseeing the seamless execution of member enrollment, accurate account management, and flawless rewards redemption. Being committed to delivering world-class customer service, serving as the primary escalation point for complex guest inquiries, and ensuring strict compliance with all gaming regulations and company policies.

Key responsibilities

• Supervise daily operations of the Membership Desk, ensuring all transactions, sign-ups, and card issuances are handled efficiently and accurately
• Create and update member accounts in strict accordance with permitted system access levels and supervisory powers
• Enforce the Money Laundering Prevention program and ensure operational compliance with the Data Privacy Act of 2012
• Conduct detailed audit reports for data entry and card printing transactions completed by the Membership Ambassadors
• Maintain and manage the membership database system, ensuring the integrity and confidentiality of player records
• Act as the primary escalation point to resolve complex guest inquiries, complaints, and disputes regarding accounts, rewards, and promotions
• Proactively engage with players on the casino floor to ensure satisfaction and encourage loyalty program participation
• Ensure frontline personnel are knowledgeable on the latest general property information, programs, services, and promotions by conducting pre-shift briefings and attending coordination meetings
• Adhere strictly to all internal policies, data privacy policies, regulatory requirements (PAGCOR, Anti-Money Laundering), and company Code of Conduct

About you

• Bachelor's degree required, preferably in Business, Hospitality, Tourism, or a related field; candidates with any degree and strong customer service experience are welcome to apply
• Minimum of two (2) years of relevant experience in operations, membership administration, customer service, or client-facing supervisory roles
• Experience in hospitality, high-touch service, Integrated Resort (IR), or gaming environments is preferred, with a strong background in service-driven industries considered an advantage

About us

Westside Resort is a gaming and hospitality establishment committed to delivering world-class service and maintaining strict compliance with all gaming regulations and company policies.