Assistant VIP Service Manager

Essential Duties And Responsibilities

• Support all daily operations for the VIP room.
• Work with Hotel Operations Training Manager to maintain and update all operational manuals.
• Review schedules and daily staffing for all areas under their direct supervision as well as coordinating all breaks.
• Oversee, review and evaluate reservations to ensure guests receive the appropriate offers and promotions; update and modify reservations as needed.
• Monitor and mentor Team Member productivity and performance as directed by leadership.
• Provide coaching and discipline, if applicable.
• Assist in Special Events, as needed.
• Consistently greet guests courteously, adhere to dress code standards, and handle guest requests promptly to ensure the VIP Lounge remains welcoming and professional.
• Collaborate with all departments regarding guest needs.
• Ensure staff is informed of new communications, including policy updates, tournaments, promotions, and procedures.
• Assist with inventory management of required supplies and promotional items.
• Onboard and train all new hires on VIP Policies and Procedures.
• Act as liaison between the front desk, reservations and VIP, creating and maintaining open lines of communication.
• Coordinate with call center and the casino VIP coordinators on host bookings and reservations.
• Maintain effective working relationships with the Casino Marketing department to be the first point of contact for any concerns/problems that may arise in VIP.
• Work with Sales to support VIP-related needs for Sales clients.
• Assist with preparing and distributing nightly arrival lists and next-day no-show information to appropriate departments.
• Provide personalized service for casino guests; know their preferences for services.
• Stay informed of all property and brand events, initiatives, products, and services focused on and/or relating to VIP’s and other casino players.
• Fill in for all Hotel Operations positions, as needed.
• Review Restriction and Bookings with Director of Player Development and provide support as directed.
• Approve Free Play and Comp requests in the absence of the Director of Player Development.
• Help manage room and suite yield processes to ensure optimal placement of key players.
• Meet requirements of regular attendance in order to effectively complete job responsibilities in a timely manner.
• Any other duties as assigned within the scope of this position.

• Excellent communication skills both written and oral.
• Must possess interpersonal skills to deal effectively with business contacts and team members at all levels of the company. Must possess a strong attention to detail and presentation skills.
• Must be proficient in Microsoft Office Products:
  Word, Power Point, Publisher, Outlook; expert in Excel.
• Ability of complex reading, writing, math, and task completion skills is required.
• Must have the following skills: clerical, compiling, analyzing, supervising, instructing, following instructions, influencing others, memorization, problem solving, independent judgment, and decision making.
• Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate.
• Must be a minimum of 21 years of age.

Minimum 1-3 years’ VIP/hotel reservations experience, or any combination of education, training, or experience that

• Must be able to obtain and maintain appropriate Gaming License & Alcohol Awareness card.

• While performing the duties of this job, the team member is constantly sitting and occasionally standing, walking and reaching overhead during over the duration of their shift.
• The team member will constantly have repetitive use of both hands.
• Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision.
• The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work performed indoors, alone, and frequently with and around others. Team Member will perform work face-to-face including verbal contact with others on extended shifts around computer equipment.
• The noise level in the work environment is usually moderate.
• Team Member may be exposed to secondhand smoke.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.