Manager Hospitality Services

About the Role

The Hospitality Services Manager ensures Hospitality Executives/Ambassadors deliver exceptional service to VIP guests, provides complimentary items, and maintains dynamic service standards. This role oversees service plans for targeted high-end VIP guests from arrival through their stay, introduces them to the property’s offerings, and leads the Hospitality Services team to adhere to five-diamond/five-star service standards. The position is customer-service focused with access to sensitive player information and requires compliance with state/local gaming regulations and internal audit standards.

Responsibilities

• Maintains daily department operations and oversees Hospitality Services Executives/Ambassadors.
• Ensures departmental training standards are followed and assists the Director in training sessions.
• Provides feedback for employee performance evaluations and handles team scheduling and payroll.
• Ensures the highest level of customer service for VIP high-end suite guests at all times.
• Develops plans to attract high-end business and collaborates with Player Development Directors to reach new prospects.
• Issues discretionary complimentaries to guests in accordance with the property’s comp matrix.
• Coordinates with Housekeeping, Casino Marketing, Front Office, VIP Services, and Food & Beverage Operations to serve elite clientele.
• Greets and escorts guests to suites, explaining all services provided by Hospitality Services staff.
• Coordinates guest room reservations, meals, and special events while adhering to complimentary guidelines.
• Maintains knowledge of menus and beverage lists, promoting items through salesmanship.
• Manages inventory, equipment, and administrative supplies within the department.
• Leads line-level staff, managing diverse personalities and maintaining a calm environment under pressure.
• Identifies opportunities to assist guests and staff, promoting teamwork and solution-oriented problem-solving.
• Performs duties of Hospitality Services Executives/Ambassadors as needed.
• Completes other job-related duties as assigned.

Requirements

• Must be at least 18 years old and able to obtain the required gaming license.
• BA or higher in Hospitality Management or a related field preferred.
• Minimum of 5 years of experience in food & beverage, hospitality, or a forward-facing casino environment.
• Highly fluent in gaming, hotel, and food & beverage operations.

Qualifications

• Ability to read, analyze, and interpret policy/procedure manuals and related documents.
• Strong communication skills to respond to inquiries from team members and guests.
• Fluency in English; ability to write detailed instructions and correspondence.
• Ability to present information effectively in one-on-one and small group settings.
• Proficiency in complex mathematical calculations, including probability, statistical inference, and practical applications of fractions, percentages, ratios, and proportions.
• Strong decision-making, problem-solving, and ability to work under pressure and deadlines.

Physical and Mental Demands

• Regularly required to talk, hear, stand, walk, sit, and use hands to handle objects/tools.
• Occasionally required to reach, climb, balance, stoop, kneel, crouch, or crawl.
• Requires close, distance, color, peripheral, and depth perception, with the ability to adjust focus.
• Moderate physical ability, including lifting or maneuvering at least 15 pounds and prolonged sitting during shifts.

Work Environment

• Moderate noise levels in most areas; louder noise in casino, kitchen, restaurant, or back-of-house areas.
• Professional interaction with internal and external guests required.
• Varying schedules to reflect business needs due to the unpredictable nature of the hospitality/entertainment industry.