Quick overview
Job description
The VIP Supervisor will help set the stage for guest experience by providing direction, motivation, training, and enthusiasm to the VIP Guest Service team to deliver exceptional Family Style Service and consistently demonstrate luxury service standards. Work collaboratively with Revenue Management, Casino Hosts, Front Desk Operations, Caesars Rewards team, VIP Marketing, Player Development and all other departments as needed to maintain aligned and lead guest service, VIP programs and initiatives. All duties will be performed in accordance with departmental and company policies, practices, and procedures.
It is the primary responsibility of the VIP Supervisor to oversee the suite bookings, facilitate the daily operation of the Gold Room and Legacy VIP Room, and provide additional support as required.
- Ensuring all VIP Guest Service Reps are properly trained and current on all Caesars Rewards topics and fully engaging Luxe.
- Stay current on all memos and inform VIP team of any information that is not clearly understood.
- Ensure thorough understanding and full compliance with all policies and procedures, including any gaming operating procedures. Communicate all promotions, offers, specials, discounts, and changes to staff, ensuring they are very knowledgeable of all details of these throughout the casino property.
- Work with the Revenue Management team on suite retention, ensuring we are maximizing revenue and properly taking care of VIP’s.
- Responsibilities include but are not limited to assisting with the interview and hiring process; ensuring proper training of new VIP team members; scheduling and motivating team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints; and resolving problems.
- Review daily VIP arrival list and complete amenities sheets along with other special requests to anticipate guests arrival, including stocking amenities, checking the cleanliness of the room, and making sure the room is functional.
Consistently elevate guest satisfaction by delivering exceptional service, promoting the Legacy VIP room, Gold Room and Caesars Rewards Program to create memorable experiences for our VIP players and talent at every opportunity.
- Respond to guest requests in under 24 hours and always follow up to ensure satisfaction.
Develop and maintain positive working relationships with the VIP team and other departments.
Provide conflict resolution through the guest recovery process and escalate difficult and complex situations to the proper management team as needed.
Assist guests while completing multiple tasks concurrently, including but not limited to: answering phone calls, completing reports, checking guests in and out, and managing room inventory
Assist Player Development and Casino Hosts in completing all reservations and various complimentary considerations
- Order supplies that are needed and communicate any safety concerns that need to be addressed
- Experience in elevated guest service highly preferred.
- Strong team player and able to motivate a team.
- Must be able to work a flexible schedule, which may include nights, weekends, and holidays
- Able to effectively communicate in English, in both written and verbal forms
- Effective listening abilities with strong judgment skills and the ability to work under pressure
- Perception and awareness of individual needs and the ability to handle all situations calmly and professionally
- Ability to multitask and work well in a fast-paced, team-oriented environment
- Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detail
- Knowledge of accommodation, room capacities, amenities, reservations, and player tracking
- Must maintain a professional, neat, and well-groomed appearance adhering to company standards
- Must have an outgoing personality with the ability to build and cultivate relationships
ADDITIONAL REQUIREMENTS
High School diploma or equivalent is required. Bachelor’s degree preferred.
Proficiency in computer software including Outlook, MS Word, Excel, PowerPoint, CMS, LMS, TM, Amadeus, as well as office equipment, i.e., telephone, copier, etc.
TYPICAL PHYSICAL/MENTAL DEMANDS: (May be required in order to perform the essential functions of the position) Requires constant sitting or standing, finger manipulation, pinching and grasping; use of office equipment, such as computer terminal, keyboard, mouse, 10-key, printer, photocopier, telephone. Requires mobility; bending, twisting, reaching, and stooping from floor to 6ft; lifting, pulling, carrying, and pushing of boxes weighing up to 30 lbs. Normal vision range is required. Ability to remain calm under pressure while adapting to changing conditions. Work is typically performed in an office environment that can become fast-paced and hectic at times. Work may be performed in areas that may be unusually hot, cold, noisy, smoky, dimly lit, or brightly illuminated. Workweek will vary based on business levels; ability to work nights, weekends, and holidays.