VIP Casino Services Supervisor

Location: Pala, CA

The VIP Casino Services Supervisor is responsible for the oversight of the day-to-day operation of VIP Casino Services under direction or the VIP Casino Services Manager. Accountable for providing unparalleled service to all internal and external guests. Be knowledgeable of all Casino, promotions and property happenings. Ensure that all guests’ needs are met at the end of each interaction. Reporting directly to the VIP Casino Services Manager.

• One year in a supervisory role preferred.
• Ability to improve team performance on all guest feedback and  surveys ,and decrease staff turnover.
• Possess the ability to make sound decisions pertaining to the department needs.
• Strong understanding of statistical analysis and reporting, with the ability to generate detailed reports to determine staffing requirements.
• Must possess excellent guest service skills, able to speak in a pleasant, quiet and understandable tone.
• Should have excellent telephone presentation, sales skills; ability to upsell a plus.
• Experience in guest resolution and organizational skills.
• Must possess a friendly demeanor and enjoy interacting with guests, both internal and external.
• Must be able to work a flexible schedule including nights, weekends and holidays due to business needs.
• Should have the ability to accurately type approximately 30 WPM.
• Basic knowledge of computers, including Microsoft Word, Excel, and Outlook.
• Ability to train all new team members in all required programs to preform job function.
• Must read, write and speak English; bi-lingual a plus.

Essential Job Functions:

• Maintains the day-to-day operations of VIP Casino Services under direction of the VIP Casino Services Manager.
• Maintains appropriate staffing levels by interviewing, training, scheduling, evaluating and disciplining team members, as needed.
• Schedules meetings regularly with management to ensure the flow of information throughout the Call Center is consistent.
• Manage and maintain room blocks, rooming lists and credit card authorizations as they are requested.
• Ensuring the productivity and efficiency of Club Hosts by constantly reviewing reports in work performance.
• Manages difficult or emotional customer situations; Responds promptly to customer needs.
• Train department in all duties and the empowerment needed to reach top performance levels including emergency procedure.
• Corresponds with Departments and guests to answer special requests.
• Use upselling techniques, when possible by providing information on offers or promotions.
• Run daily/weekly reports and perform all duties relative to the job assignment in the most productive and professional manner.
• Establish an open and close working relationship with the all departments and team members; Contributes to building a positive team moral.
• Consistently monitor the team to ensure that the highest standards of guest service are always offered and maintained.
• Inform Manager of guests’ and team member needs which may require their attention.
• Ensuring that team members are always aware of room availability, promotions and Casino happenings.
• Always look for ways to provide unparalleled service to our guests that will improve our service results.
• Understand that flexibility to work extended hours to meet the department’s needs may be required.
• Maintain a constant awareness of safety and accident prevention, immediately report and/or complete an appropriate accident report form if an accident does occur.
• Constantly be alert for ideas and improvements that could increase productivity and revenues.
• Maintain and update all training Including emergency procedures.
• Perform same duties as a VIP Casino Services Lead and Club Host.
• Assist the VIP Casino Services Manager to ensure the departments goals are met.