Position Overview:

The VIP Services Shift Manager is responsible for overseeing the daily performance of the departmental representatives. Position plays a key role in the communication with other operating departments to ensure all VIP guests have a seamless experience from pre-arrival to departure. Provides on property goods and services (i.e. Hotel room stays, dining, gift shop, etc.)

Essential Functions

• Reviews and coordinates the departmental schedules to optimize the ability to maintain goals for call volume and times, and adjusts schedules as needed.
• Prepares information for reporting purposes and other documentation to be distributed as required by the department manager.
• Monitors the calls staff is responding to, both internally and externally.
• Reviews agents daily to assure call quality and maintain our Guest Service standards.
• Works with the VIP Services Manager to monitor and provide feedback relating to recordings with staff for coaching, counseling and commendation.
• Maintains daily break schedule, and attendance records for the department staff.
• Handles escalated calls that staff may not be able to resolve due to severity of issue.
• Handles bookings for Aviation and Limo requests.
• When call volumes dictate, answers and processes all internal and external inbound calls whether by phone, radio, on screen chat or other electronic means.
• Assist the Player Development and National Marketing staff to evaluate guest folios and issues comps based on play.
• Provides on property goods and services not to exceed $200 (i.e., Hotel room stays, dining, gift shop, etc.).
• Interacts with all departments to ensure excellent communication regarding VIP arrivals and the needs of the VIP guests.
• Tracks and communicates VIP guest preferences to provide personalized service.
• Performs other tasks as assigned.

Essential Requirements:

• Must have working ability with Microsoft Word, Excel and Outlook
• Intermediate keyboard skills
• Strong communication skills
• Must have excellent organizational and time management skills

Knowledge/Work Experience:  

• High School diploma or equivalent
• Five (5) years Marketing experience preferred with three (3) years in a Supervisory capacity required
• Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission