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
