VIP Services Supervisor

JOIN OUR TEAM AND EXPERIENCE ENDLESS CAREER POSSIBILITIES   

IF YOU ARE AN EXISTING EMPLOYEE, PLEASE NAVIGATE TO THE INTERNAL JOB POSTING USING THIS LINK:

Pledge for Success: 

We are dedicated in hiring outstanding individuals who share in our commitment and passion in serving our guests. Ambition, dedication, attention to detail, and a warm smile are all winning characteristics that lead to the spirit of who we are.

Position Summary:

Responsible for the oversight of VIP Services Specialists, which includes scheduling, reporting, reviewing call recordings and training & evaluation.

Primary Duties and Responsibilities:

• Promotes superior guest service.
• Maintains, and perpetuates a positive organizational culture according to the principles of the Spirit of Tâlícn and the Core Values of ilani.
• Responsible for growing the database through new card signup, managing customer requests through effective use of computer player tracking software, and solving customer problems through sound decision-making.
• Will be fluent in all marketing programs and promotions, including but not limited to the Forever Rewards Card program.
• Oversees scheduling of VIP Services, and communication with the Player Development team in collaboration with the Casino Marketing Manager.
• Engages in troubleshooting issues for Player Services and VIP Services team to ensure complete guest satisfaction in each situation.
• Provides weekly call volume reporting and uses reporting tools to ensure that scheduling reflects the needs of the department, making adjustments and suggestions when necessary.
• Reviews call recordings to ensure that VIP Services are providing guest service that correlates with our Core Values and standard operating procedures.
• Provides continual coaching and training to ensure outstanding guest service.
• Assist Marketing in various promotions or giveaways.
• Maintains promotions and property information for Player Development team.
• Develops and implements departmental policies and standard operating procedures.
• Represents the company appropriately at applicable off property events.
• Has the ability to extend complementary services in accordance with the approved comp matrix.
• Performs other related duties as assigned.

Minimum Qualifications:

• Associates degree in administration and a minimum of two (2) years’ experience in administrative positions. In lieu of a degree, a high school diploma with (3) three years of administrative and one (1) year of supervisory experience may be considered.

• Minimum two (2) years’ experience in the service industry.
• Must possess excellent interpersonal skills with an ability to foster a supportive and enabling team environment.
• Working knowledge of Microsoft Word and Excel.
• Ability and willingness to interact with the public in a highly professional manner.
• Must be able to work various shifts, flexible hours including nights, weekends, and holidays.
• Strong communication skills, including public speaking required.
• Strong written and verbal skills.
• Must have excellent organizational and time management skills.
• Must be able to sit or stand for extended periods of time.
• Must be able to lift and carry 40 lbs.
• Must be able to work nights, holidays, and weekends.
• Must be able to work in a smoking environment.
• Must be willing to adhere to company health and safety measures.

Preferred Qualifications:

• One (1) year marketing experience preferred.
• Experience in a high-volume call center or hotel call center preferred.

Work Shift:

Starting at:

Knock, knock. Hear that sound? That's opportunity!