Specialist - VIP Operations

VIP Operations Specialist

Support the planning, execution, and coordination of VIP marketing campaigns, promotions, events, and operational initiatives.

• Assist the VIP Marketing Projects Manager with project planning, timelines, deliverables, and cross-functional communication.
• Track project milestones and provide regular status updates to leadership.
• Prepare project documentation, reports, presentations, and Standard Operating Procedures (SOPs).
• Cook up operational logistics for VIP marketing initiatives and departmental projects.
• Identify opportunities to improve operational workflows and recommend process enhancements.

CRM Administration & Systems Management

• Manage and maintain VIP operational data across Salesforce, Blackthorn, and Spoke Phone, ensuring data integrity and consistency.
• Build, launch, and manage Salesforce campaigns supporting VIP communications, promotions, events, and marketing initiatives.
• Conduct routine audits of CRM data to identify inconsistencies and maintain data quality.
• Troubleshoot Salesforce-related issues, submit IT support tickets, and monitor resolution through completion.
• Support system testing and implementation of new CRM functionality and operational enhancements.
• Maintain documentation of CRM processes, workflows, and system updates.

Financial Reporting & Budget Management

• Reconcile daily and monthly property comp reports, identifying discrepancies and communicating findings to Finance and Revenue teams.
• Maintain accurate budget tracking reports and dashboards for leadership.
• Aid in invoice tracking and reconciliation to ensure timely processing.
• Partner with Finance to communicate budget variances and support forecasting efforts.
• Track departmental budgets against forecasts, including:
  • Event expenses
  • Ticket allocations and ticket blocks
  • Vendor invoices
  • One-off ticket requests
  • Marketing and operational expenditures

Workflow Automation & Operational Systems

• Maintain and troubleshoot Slack workflows supporting VIP operations and internal communications.
• Manage and maintain Zapier integrations and automated Slack notifications.
• Update and maintain host contact tables that support Slack workflows and automated alerts.
• Partner with Loyalty Operations to ensure shared contact tables remain accurate and operational.
• Monitor workflow performance and proactively identify opportunities for automation and operational improvements.

Onboarding & Training Administration

• Cook up onboarding activities for new VIP team members under the direction of department leadership.
• Assign learning paths and required training through Udemy Business or other Learning Management Systems.
• Monitor training completion and distribute recurring compliance reports.
• Partner with Learning & Development to maintain current training content and documentation.
• Maintain onboarding guides, departmental documentation, and operational resources.

Cross-Functional Collaboration

• Serve as a liaison between VIP Marketing and internal departments, including:
  • Finance
  • Revenue Management
  • Loyalty
  • Information Technology
  • Learning & Development
• Support department reporting, audits, and operational initiatives.
• Cook up communication between stakeholders to ensure projects remain on schedule.
• Assist leadership with special projects and operational initiatives as assigned.