Shift Manager VIP Services
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Job Location:
Monticello, UT - USA
Monthly Salary:
Not Disclosed
Posted on:
4 days ago
Vacancies:
1 Vacancy
Job Summary
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
Required Experience:
Manager
Key Skills
- Restaurant Experience
- Labor Cost Analysis
- Customer Service
- Communication skills
- Basic Math
- Food Safety Experience
- Management Experience
- Shift Management
- Employment & Labor Law
- Leadership Experience
- P&L Management
- Supervising Experience
About Company
Resorts World New York City is the only casino in NYC, offering guests an unparalleled gaming and entertainment experience. With over 6,500 of the most
