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. Working closely with Shift Managers and cross-functional teams, the role upholds 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's special requests and ensure smooth procedures throughout the process, provide support and guidance to customers and Studio staff when needed.
• Responsible for opening and closing 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 of 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, demonstrating strong team management capabilities and the ability to oversee operational activities effectively is mandatory.
• Exceptional fluency in English, both verbal and written, with the ability to communicate clearly and professionally with staff and VIP players.
• Proficiency in using computer systems and software relevant to gaming operations. (Microsoft Office, Windows, Remote Desktop, Teams Ecosystem, VNC).
• Outstanding organizational skills, with a 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 is mandatory.
• Customer‑centric mindset with a commitment to delivering exceptional service and personalized experiences for VIP players.
• The 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.