VIP Supervisor

Role Description

The VIP Supervisor ensures smooth, high-quality operations within the VIP gaming environment by managing staff, supporting VIP player needs, and maintaining service excellence. The role works closely with Shift Managers and cross‑functional teams, upholding operational standards, regulatory compliance and a customer-focused approach while fostering team development and performance.

• Collaborate with the Shift Manager on duty to address immediate staff difficulties and ensure efficient operations.
• Coordinate operations and activities within and between departments, working closely with other Floor Supervisors.
• Handle VIP player special requests and ensure smooth procedures throughout the process, providing support and guidance to customers and Studio staff when needed.
• Open and close tables according to the rotation schedule and customer requests.
• Maintain regular communication with Studio Management, reporting issues, customer feedback, and suggestions for improvement, including daily KPI reporting.
• Conduct training and mentoring for new dealers to maintain professionalism and adherence to protocols within the Private Blackjack studio.
• Create and adjust daily shift rotations for staff.
• Ensure the VIP Game Presenters’ Lounge area is always in good condition.
• Enforce safety, sanitation, and internal regulations to maintain a safe and secure gaming environment.
• Monitor operational quality and safety, addressing any irregularities promptly.
• Conduct regular inspections of studios, equipment, and decor.
• Observe and monitor dealer rotations, attitudes, and appearance before entering the studio.
• Assist the Shift Manager on duty in solving studio incidents and meeting operational targets.

• Minimum of 1 year experience within the gambling industry or customer support knowledge on the operator side or online customer support.
• Proven track record in a supervisory role within a high-volume gaming or casino environment.
• Exceptional fluency in English, both verbal and written.
• Proficiency in using computer systems and software relevant to gaming operations (Microsoft Office, Windows, Remote Desktop, Teams Ecosystem, VNC).
• Outstanding organizational skills, with keen attention to detail and the ability to coordinate multiple tasks efficiently in a fast‑paced setting.
• Strong problem‑solving abilities and a proactive approach to resolving operational challenges and addressing customer concerns.
• Customer support skills and product development/testing are mandatory.
• Customer‑centric mindset with a commitment to delivering exceptional service and personalized experiences for VIP players.
• Ability to manage unforeseen circumstances while delivering top‑quality support to customers and team members with excellence and professionalism.
• Thorough understanding of gaming procedures, regulations, and compliance standards to ensure a secure and compliant gaming environment.
• Flexibility to work varying shifts, including evenings, weekends, and holidays, as required by the operational needs of the casino.
• Effective mentoring and coaching skills to support and develop team members in their roles.
• Demonstrated ability to collaborate effectively with cross‑functional teams and stakeholders to achieve operational goals.
• Strong interpersonal skills, including the ability to build connections with VIP players and handle interactions with professionalism and diplomacy.
• CV must be submitted in English.