VIP Services Supervisor
On-siteJamul, California, United States
Job Summary
Supervise, train, and motivate the VIP Services team to deliver consistent, high-quality service to all VIP guests. Monitor team performance, provide coaching, and serve as the main point of contact for escalated guest issues. Coordinate with Player Development and Casino Hosts to implement VIP strategies, oversee hospitality arrangements including hotel and dining, and make strategic decisions regarding comps based on tracked play. Actively engage guests throughout the property, lead the planning of VIP events, and utilize mobile devices and guest tracking systems to respond to player alerts. Maintain accurate records, ensure compliance with gaming regulations, and keep sensitive guest information confidential. Must be at least 21 years old with 3 years of VIP or hospitality experience, able to work nights, weekends, and holidays, and hold required gaming and alcohol licenses.
Required Qualifications
- Must be at least 21 years of age
- High school diploma or equivalent
- Minimum of 3 years of experience in VIP Services, Casino Host, Hospitality, or Player Development
- Strong knowledge of casino operations, comps, and player loyalty programs
- Exceptional interpersonal and communication skills
- Confident decision-maker with excellent problem-solving abilities
- Ability to multitask and manage priorities in a fast-paced, high-pressure environment
- Tech-savvy with the ability to navigate guest tracking systems and mobile tools
- Detail-oriented and highly organized
- Must be available to work nights, weekends, and holidays as needed, based on guest demand and event schedules
- Ability to read and interpret documents in English
- Ability to read and communicate verbally in English
- Written communication skills in English
- Ability to add, subtract, multiply, and divide into all units of measure
- Ability to perform mathematical operations using units of American money and weight measurement, volume, and distance
- Ability to efficiently and accurately count money and gaming chips and make a change
- Ability to operate an adding machine
- Basic computer skills
- Ability to apply common sense understanding to carry out instructions
- Ability to deal with problems involving several concrete variables in standardized situations
- Ability to earn and maintain a Gaming license
- TIPS Alcohol Training
- Ability to regularly stand and use hands to finger, handle, or feel objects, tools, or controls
- Ability to frequently reach with hands and arms
- Ability to regularly lift and/or move up to 10 pounds
- Ability to frequently lift and/or move up to 25 pounds
- Ability to occasionally lift and/or move up to 50 pounds
- Ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance
- Close vision
- Color vision
- Peripheral vision
- Ability to frequently stand, walk, reach, bend, and communicate with guests in a dynamic casino environment
- Ability to regularly lift and/or move up to 25 lbs
- Ability to frequently lift and/or move up to 50 lbs
- Ability to occasionally lift and/or move up to 75 lbs
- Must maintain a professional and polished appearance in accordance with company standards
Desired Qualifications
- College degree
- Prior supervisory or team leadership experience
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