Joan Tan

With over ten years of experience in the hospitality industry, specifically in hotels and casinos, focusing on assisting VVIP customers from diverse nationalities. Experienced professional with a strong background in VIP Services - Online Gaming and Hotel & Casino operations. Skilled in building and maintaining high-value client relationships, delivering exceptional customer experiences, and managing VIP accounts with professionalism and discretion.

VIP Account Manager - iGaming - Digiplus Interactive Corporation

(2025-12)

• Ensures efficient VIP account management and operational flow
• Manages and maintains relationships with VIP customers
• Handles client onboarding, sourcing, contracting, and daily operations
• Provides proactive and personalized service to strengthen customer loyalty
• Upholds Compliance and Responsible Gaming standards at all times
• Prepares daily reports and endorsements for smooth shift transitions
• Builds strong customer relationships through tailored rewards and regular communication
• Coordinates with VIP Services, Marketing, and Payments teams for smooth service delivery and customized player arrangements

VIP Manager - IGO Digital High Technology Inc.

(2024-12 - 2025-12)

• Maintains regular communication with VIP patrons and resolves concerns promptly
• Builds strong and professional relationships with high-value clients
• Oversees daily VIP requests and ensures efficient service delivery
• Acts as the primary point of contact for VIP players
• Manages exclusive VIP events and promotions aligned with company standards
• Ensures VIP invitations and confirmations are completed before events
• Handles VIP concerns discreetly while maintaining excellent customer service
• Maintains accurate records of VIP interactions, requests, and preferences
• Provides updates and feedback to management regarding VIP engagement and event outcomes

VIP Reception Supervisor - Solaire Resort North

(2024-04 - 2024-11)

• Handles Junket daily folios, month-end settlements, and hanging balance monitoring
• Conducts training and onboarding for new team members
• Resolves guest concerns and complaints through proper decision-making
• Monitors training hours completion and Forbes audit compliance
• Oversees daily grooming standards of team members
• Attends operational meetings for arrivals, events, and tournaments
• Handles HIC concerns, audit findings, workarounds, and settlement inquiries
• Manages HR-related matters including scheduling, IR/Coaching Logs, NTE/NOD, and onboarding
• Implements VIP Front Office house rules and standards
• Supervises VIP Reception operations, FITs, and Casino Mass bookings
• Trains team members on Forbes service standards

VIP Front Office Agent - Solaire Resort - Entertainment City

(2022-09 - 2024-04)

• To provide support to VIP Premium in terms of reservations, check in and check out, billing and other concerns
• Hotel's Primary contact and coordinator with VIP Premium Team (Support and Operations)
• With thorough knowledge of the Hotel's products and services, operation and service standards
• Knows and understandst the importance of correct procedures regarding postings and billings of Junket and Premiums
• Handles Junket (fixed and Casual and Premium Direct guests concerns with professionalism
• Takes personal responsibility for requests, follow ups with relevant department to ensure the request/concern has been acted upon

Host - Membership - City of Dreams Manila

(2014-08 - 2017-09)

• Stations at designated players club counters, promotional points and always maintain excellent service and contribute to guest satisfaction by displaying the highest quality service
• Recruits and registers players to the loyalty program through walk-in or on-floor direct recruitment
• Promotes the loyalty program by informing guests of the benefits and facilities associated
• Assists guests with all gaming machines, table games, casino inquiries and communicates guest feedback to management
• Offers and assists guests with hotel accommodation based on gaming activity
• Handles membership-related transactions, customers' complaints, and inquiries professionally
• Executes casino promotional activities professionally

Butler Specialist/ VIP Butler - Maxims Hotel - Resorts World Manila

(2011-09 - 2013-10)

• Process check-in and check-out of in-house guests, and ensure cash floats are properly counted
• Know your guest, make your guest feel very important and ensure highly personalized and sincere service at all times
• Stationed on guest floors to handle guest's requests, messages and special deliveries promptly
• Perform in the most efficient and highly personalized F&B service duties and room service deliveries
• Establish good public relations with all guests

Salad/Sandwich/Dessert Maker - Moosejaw Dells & Brewery Co. - Wisconsin, United States of America

(2010-03 - 2010-06)

Housekeeper - Wilderness Hotels and Golf Resort - Wisconsin, United States of America

(2010-03 - 2010-06)

Bachelor of Science - Tourism Management - Centro Escolar University Manila (2011)

Highschool - St. Mary's College Quezon City (2007)