Supervises VIP Coordinators on assigned shift. Works as a member of the Coordinator Staff to enhance guest service and assure the overall success of the department.

KEY JOB FUNCTIONS :

• Work with Revenue Management on suite retention, ensuring we are maximizing revenue and properly taking care of VIP’s.
• Supervises all activities in the VIP Services office to insure adequate coverage for a smooth, professional workflow.
• Maintains a thorough working knowledge of property and department policies and procedures. Provides information and trains staff on any changes.
• Recommends needed improvements to facility and services to ensure continuing and successful selected guest programs.
• Counsels, guides, and instructs assigned personnel in the proper performance of their duties and prepares and presents their periodic performance appraisals.
• Oversees coordination of player and room counts and ensures that VIP Services provides all necessary services.
• Assists with complimentary based on tracked play for gaming customers, within established guidelines; monitors complimentary given by and enforces comp guidelines.
• Recommends personnel changes, including hiring and termination; recommends adjustments and merit wage increases for assigned personnel within established limits.

EDUCATION and/or EXPERIENCE:

• College degree with an emphasis on marketing, business administration, or equivalent preferred
• Minimum of 1 year in VIP Services, Hotel Front Desk, or Total Rewards required; 1 year supervisory experience preferred

QUALIFICATIONS:

• Literate and fluent in English
• Excellent communication skills
• Advanced computer skills
• Must possess a full understanding of all VIP office policies and procedures, including a thorough knowledge of complimentary guidelines
• Excellent guest and employee relations
• Strong problem-solving abilities combined with a capacity to work independently and make appropriate decisions without supervision
• Ability to handle many projects at one time and to react well under pressure
• Ability to lead and motivate staff
• Ability to set consistent examples to staff in excellent guest service skills, professionalism, and attention to detail
• Ability to deal effectively with guests in a variety of situations, often stress-related, and to solve guest disputes to their satisfaction while maintaining the interests of the company
• Demonstrated ability to use and promote SPOTLIGHT skills
• Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business
• Acts as a role model to other Team Members and always presents oneself as a credit to Caesars Entertainment and encourages others to do the same.
• Adheres to all regulatory, company, and department policies and procedures

PHYSICAL, MENTAL and ENVIRONMENTAL DEMANDS:

• Must be able to sit or stand for long periods of time.
• Visual and auditory range must include immediate environment.
• Mobility to move easily about the property
• Must have the manual dexterity to operate a computer and other necessary office equipment.
• Must have the ability to push, pull, reach, bend, twist, stoop, and kneel.

Positions that have contact with the public require the ability to work in a noisy

environment, and may be exposed to guests who use tobacco products. Also, non-public contact positions may be required to enter public areas from time to time, in connection with their duties, and may be subject to the same environment.