Shift Manager VIP

Resorts World Catskills•Village of Monticello, NY

About The Position

The VIP Services Shift Manager oversees the daily performance of departmental representatives and coordinates with other operating departments to support a seamless VIP guest experience from pre-arrival through departure. The position provides on-property goods and services, including hotel stays, dining, and gift shop items, and works with Player Development and National Marketing staff to review guest folios and issue comps based on play. The role monitors call handling and service quality, coordinates schedules and breaks, maintains attendance records, prepares reports and documentation, and handles escalated calls. It also manages Aviation and limousine bookings, responds to inbound calls when call volumes require, coordinates VIP arrivals and guest needs across departments, and tracks guest preferences to provide personalized service. The position may provide on-property goods and services up to $200 and performs other tasks as assigned. Team members must be able to work varying schedules to reflect property business needs. The work environment has varying noise levels, including loud noise on the casino floor, possible exposure to tobacco smoke in designated areas, and interactions with intoxicated guests.

Requirements

Must be at least 21 years old.
High school diploma or equivalent.
Three years of supervisory experience required.
Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission.
Working ability with Microsoft Word, Excel, and Outlook.
Intermediate keyboard skills.
Strong communication skills.
Excellent organizational and time-management skills.
Fluency in English; ability to read, analyze, and interpret documents, respond to common inquiries, write detailed instructions and correspondence, and present information in one-on-one and small-group situations.
Ability to perform complex mathematical calculations and apply probability, statistical inference, fractions, percentages, ratios, and proportions to practical situations.
Ability to interpret reports and maintain reports upon request, with decision-making and problem-solving skills, and to work under pressure and deadlines.
Ability to meet physical demands, including regularly talking or hearing, standing, walking, sitting, and using hands to handle objects or controls; occasional reaching, climbing or balancing, stooping, stretching, bending, kneeling, crouching, or crawling; required visual abilities; lifting or maneuvering at least 15 pounds; and prolonged sitting during the shift.
Ability to handle intoxicated guests professionally and work varying schedules based on business needs.

Nice To Haves

Five years of marketing experience preferred.

Responsibilities

Review and coordinate departmental schedules to maintain call-volume and response-time goals, adjusting schedules as needed.
Prepare information for reporting and other documentation for distribution as required by the department manager.
Monitor calls handled by staff, both internally and externally.
Review agents daily to assess call quality and maintain Guest Service standards.
Work with the VIP Services Manager to monitor recordings and provide staff feedback for coaching, counseling, and commendation.
Maintain the department's daily break schedule and staff attendance records.
Handle escalated calls that staff cannot resolve because of the severity of the issue.
Handle Aviation and limousine bookings.
Answer and process internal and external inbound calls by phone, radio, on-screen chat, or other electronic means when call volumes dictate.
Assist Player Development and National Marketing staff in evaluating guest folios and issuing comps based on play.
Provide on-property goods and services, including hotel stays, dining, and gift shop items, up to $200.
Coordinate with other departments regarding VIP arrivals and guest needs.
Track and communicate VIP guest preferences to provide personalized service.
Perform other tasks as assigned.