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
