Job Description

The VIP Services Shift Manager is responsible for overseeing the daily performance of the departmental representatives. Position plays a key role in the communication with other operating departments to ensure all VIP guests have a seamless experience from pre-arrival to departure. Provides on property goods and services (i.e. Hotel room stays, dining, gift shop, etc.)

Essential Functions

• Reviews and coordinates the departmental schedules to optimize the ability to maintain goals for call volume and times, and adjusts schedules as needed.

• Prepares information for reporting purposes and other documentation to be distributed as required by the department manager.

• Monitors the calls staff is responding to, both internally and externally.

• Reviews agents daily to assure call quality and maintain our Guest Service standards.

• Works with the VIP Services Manager to monitor and provide feedback relating to recordings with staff for coaching, counseling and commendation.

• Maintains daily break schedule, and attendance records for the department staff.

• Handles escalated calls that staff may not be able to resolve due to severity of issue.

• Handles bookings for Aviation and Limo requests.

• When call volumes dictate, answers and processes all internal and external inbound calls whether by phone, radio, on screen chat or other electronic means.

• Assist the Player Development and National Marketing staff to evaluate guest folios and issues comps based on play.

• Provides on property goods and services not to exceed $200 (i.e., Hotel room stays, dining, gift shop, etc.).

• Interacts with all departments to ensure excellent communication regarding VIP arrivals and the needs of the VIP guests.

• Tracks and communicates VIP guest preferences to provide personalized service.

• Performs other tasks as assigned.

Core Competencies:

• Demonstrates consistent regard and dedication to guests, vendors, colleagues and the Company by being engaged, interested and productive

• Demonstrates a working knowledge of our marketplace; actively and collaboratively assists in building the best practices necessary for the Company’s success

• Demonstrates an understanding of the impact actions and decisions have on the Company both financially and on guest relations

• Demonstrates the courage and initiative to present new ideas and perspective to create positive results

• Exhibits respectful consideration of viewpoints, situations and others

• Puts the guest at the forefront of every decision

Essential 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

Knowledge/Work Experience:

• Must be 21 years or older

• High School diploma or equivalent

• Five (5) years Marketing experience preferred with three (3) years in a Supervisory capacity required

• Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission

Language Skills:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals and other related documents. Ability to respond to common inquiries from other Team Members or guests. Fluency in English required. Ability to write detailed instructions and correspondence. Ability to effectively present information in one-on-one and small group situations.

Mathematical Skills & Reasoning Ability:

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.

Physical Demands:

The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.

While performing the duties of this job, the Team Member is regularly required to talk or hear. The Team Member is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The Team Member is 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 by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Essential responsibilities include moderate physical ability such as lift or maneuver at least fifteen (15) pounds, and prolonged sitting during the shift.

Work Environment:

The work environment characteristics described here are representative of those that must be met by Team Members while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment varies. When on the casino floor, the noise level increases to loud. When on the casino floor or other designated areas may be subjected to tobacco smoke. Must be able to handle intoxicated guests in a professional manner.

Due to the unpredictable nature of the hospitality/entertainment industry, Team Members must be able to work varying schedules to reflect the business needs of the property.

Pay Transparency: $60,000-65,000

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.

NOTE: This job description is not intended to be all-inclusive. Team members may perform other related duties as required to meet the ongoing needs of the organization.