Shift Manager VIP

About the role

The VIP Services Shift Manager oversees the daily performance of the departmental representatives and plays a key role in communication with other operating departments to ensure VIP guests have a seamless experience.

Responsibilities

• Reviews and coordinates departmental schedules to optimize call volume and times, adjusting as needed.
• Prepares information for reporting and other documentation as required.
• Maintains call quality and Guest Service standards by monitoring and reviewing agent performance.
• Works with the VIP Services Manager to monitor and provide feedback on staff recordings for coaching, counseling, and commendation.
• Maintains daily break schedule and attendance records for department staff.
• Handles escalated calls and bookings for Aviation and Limo requests.
• Assists Player Development and National Marketing staff in evaluating guest folios and making comps based on play.
• Provides on-property goods and services not exceeding $200, including hotel room stays, dining, and gift shop purchases.
• Interacts with all departments to ensure excellent communication regarding VIP arrivals and guest needs.
• Tracks and communicates VIP guest preferences to provide personalized service.
• Performs other tasks as assigned.

Qualifications

• Must have working ability with Microsoft Word, Excel, and Outlook.
• Intermediate keyboard skills and strong communication skills required.
• Excellent organizational and time management skills.
• Must be 21 years or older and have a high school diploma or equivalent.
• Five (5) years marketing experience preferred with three (3) years in a supervisory capacity.
• Ability to obtain and maintain the appropriate license through the New York State Gaming Commission.

Skills

• Working knowledge of the company's marketplace.
• Ability to compute complex mathematical calculations.
• Strong decision-making and problem-solving skills.
• Respectful consideration of viewpoints, situations, and others.
• Professional handling of intoxicated guests.

Benefits

Not specified.

Pay

$60,000-65,000

Schedule

Variably scheduled shifts to reflect the business needs of the property.