VIP Manager
About The Position
The VIP Manager will work closely with the Director of Hotel Operations to ensure the daily operations of VIP runs smoothly, while supervising the VIP Team Members, resolving guest challenges, fostering positive morale, and exceeding guest service expectations at every opportunity. Will assist with high level casino guests and Hyatt VIP guests from the time they arrive at the property to the time they depart, ensuring the guests’ expectations are exceeded. This role requires a deep understanding of VIP operations, property management systems, collaboration with other departments, developing future hotel leaders, and the ability to solve problems and overcome obstacles with grace and poise.
Requirements
- At least 21 years of age.
- Minimum two years of experience in hotel operations, preferably front office, with supervisory experience.
- Ability to effectively communicate in one-on-one, small group, and large group settings.
- Must be comfortable with interacting and continual communications with C-level, VP and other senior management level positions.
- Ability to write effective letters, memos, presentation decks, and SOPs.
- Ability to read, analyze, and interpret complex documents, such as financial reports, occupancy forecasts, collective bargaining agreements, and legal documents.
- Ability to respond to inquiries or complaints from team members at all levels, guests, regulatory agencies, or members of the business community.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Must be able to qualify for licenses and permits required by federal, state, and local regulations.
Nice To Haves
- Previous leadership experience in Hotel Operations, or related fields.
- 3 years in Hotel Operations, with minimum 2 years in leadership role.
Responsibilities
- Delivering Service: passion for going beyond service expectations at every opportunity, exceeding our guest and team member’s expectations for how they are treated while at The Rio.
- Departmental Collaboration: Collaborate with property leadership teams, including Food & Beverage, Convention Sales, Entertainment, Retail, Casino Marketing, CRM, Hotel, Revenue Management, and Human Resources to ensure a seamless, positive guest and team member experience.
- Process Management: Develop Standard Operating Procedures and manage the compliance and adherence to those procedures while constantly looking for areas to improve.
- Inventory Management: Coordinating efforts with the Group, Sales, Casino, VIP, and Reservations teams to ensure that room inventory is properly managed and assigned throughout the day, while maximizing the opportunity for room revenue generation.
- Team Leadership: Help build and lead a high-performing VIP team. Provide guidance, mentorship, and support to team members, fostering a collaborative and results-driven culture. Tasks would include, but are not limited to interviews, schedules, training modules, coaching sessions, and performance reviews.
- Budget Management: Assist Director of Hotel Operations in the development and management of all VIP budgets, ensuring efficient allocation of resources and cost-effective VIP initiatives while protecting the Guest and Team Member experience.
- Performance Metrics and Reporting: Define key performance indicators (KPIs) to measure the effectiveness of VIP efforts. Regularly report on VIP performance and provide insights and recommendations for improvement.
- Compliance: Ensures compliance with all policies and procedures, specifically related to VIP and Hyatt.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
51-100 employees
