Supervisor- VIP Services

Monarch Casino & Resort•Reno, NV

About The Position

Come join Team Atlantis! The position of VIP Services Supervisor is responsible for overseeing the hiring, coaching and disciplining of VIP Administrators, overseeing the daily functions of the VIP office, ensuring smooth work flow, coordinating inter-departmental VIP processes, and maintaining a work environment that fosters trust and maximizes productivity.

Requirements

Must be at least 21 years of age
Nevada Gaming Registration Card
Alcohol Awareness Card
1-year Supervisor experience preferred
Prior hotel registration or VIP hospitality experience preferred
Must be able to manage multiple tasks and be detailed oriented
Ability to supervise and motivate VIP staff, and be self-motivated
Ability to work independently, possess excellent communication skills-both written and verbal, as well as guest service skills
Proven problem-solving skills as demonstrated by the ability to respond calmly and make rational decisions when required
Ability to solve guests’ problems to their satisfaction while protecting Atlantis’ interests
Knowledge of computer systems, Microsoft Office, proficiency in LMS and player tracking system
Must maintain confidentiality
Flexibility with scheduling
Must adhere to all appearance standards, including but not limited to no "visible" tattoos/piercings or unnatural hair colors.

Responsibilities

Achieves desired results in all areas of responsibility through staff development and training programs, established methods, procedures and guidelines to maintain desired standards, and high-quality service. Monitors results through inspection, evaluation and analysis. Makes changes if necessary to achieve end result.
Assists VIP Manager in executing departmental projects, reports and maintaining suite/block inventory.
Accountable for all team members day to day and long-term operations including conducting interviews, hiring, training and developing team members which includes coaching, mentoring and all levels of discipline. Responsible for appraisals, work history entries, maintaining team members files to meet business demands and ensure customer satisfaction.
Establishes and maintains positive customer contact in the VIP Lounge, handles difficult customer interactions, handles or directs customer disputes to the proper host. Ensures the administrative staff provides accurate, responsive player development assistance for the VIP Host teams.
Adheres to all regulatory, departmental and company policies and procedures.
Other duties as assigned my management.
While performing the duties of this job, the employee may be required to stand; walk; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel crouch or crawl; talk, and hear. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.