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About the Role
The VIP Services Shift Manager oversees daily departmental representative performance, ensuring seamless VIP guest experiences from pre-arrival to departure through effective communication with other operating departments. This role provides on-property goods and services such as hotel stays, dining, and gift shop items.
Responsibilities
- Reviews and coordinates departmental schedules to optimize call volume and time goals, adjusting as needed.
- Prepares information for reporting and other required documentation.
- Monitors staff calls, both internal and external.
- Reviews agent call quality daily to maintain guest service standards.
- Works with the VIP Services Manager to monitor and provide feedback on recordings for staff coaching, counseling, and commendation.
- Maintains daily break schedules and attendance records for department staff.
- Handles escalated calls that staff cannot resolve.
- Handles bookings for Aviation and Limo requests.
- Answers and processes internal and external inbound calls via phone, radio, chat, or other electronic means when call volumes dictate.
- Assists Player Development and National Marketing staff in evaluating guest folios and issuing comps based on play.
- Provides on-property goods and services not to exceed $200.
- Interacts with all departments to ensure excellent communication regarding VIP arrivals and guest needs.
- Tracks and communicates VIP guest preferences to provide personalized service.
- Performs other tasks as assigned.
Requirements
- Must have working ability with Microsoft Word, Excel and Outlook.
- Intermediate keyboard skills.
- Strong communication skills.
- Must have excellent organizational and time management skills.
- Must be 21 years or older.
- Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission.
- Ability to read, analyze, and interpret documents, such as policy and procedure manuals.
- Ability to respond to common inquiries from other Team Members or guests.
- Ability to write detailed instructions and correspondence.
- Ability to effectively present information in one-on-one and small group situations.
- Ability to compute complex mathematical calculations.
- Ability to work with mathematical concepts such as probability and statistical inference.
- Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
- Ability to decipher various reports and maintains reports upon request with strong decision-making and problem-solving skills.
- Ability to work well under pressure and deadlines.
- Regularly required to talk or hear.
- Regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls.
- Occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, stretch, bend, kneel, crouch, or crawl.
- Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
- Moderate physical ability such as lift or maneuver at least fifteen (15) pounds.
- Prolonged sitting during the shift.
- Must be able to handle intoxicated guests in a professional manner.
- Must be able to work varying schedules to reflect the business needs of the property.
Skills
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Communication skills
- Organizational skills
- Time management skills
- Guest Service standards
- Coaching
- Counseling
- Decision-making skills
- Problem-solving skills
- Working under pressure
- Working to deadlines
Location
- On property
Work Type
- Full-time
- Varying schedules
Experience Level
- Supervisory capacity (3 years)
- Marketing experience (5 years preferred)
Education Level
- High School diploma or equivalent
About the Company
- The Company is committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation or any other status protected by law. We welcome the strength of diversity in our workforce.
Equal Opportunity
- The Company is committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation or any other status protected by law. We welcome the strength of diversity in our workforce.