Vip Player Services Supervisor

Niagara Casinos•Niagara Falls, ON

6d•CA$57,280 - CA$64,440•Onsite

About The Position

Regular There are some GREAT PEOPLE out there... we should know we hire them! IF YOU ARE AN EXISTING EMPLOYEE, PLEASE NAVIGATE TO THE INTERNAL JOB POSTING USING THIS LINK: https://www.myworkday.com/mohegan/d/inst/1$9925/9925$13258.htmld VIP PLAYER SERVICES SUPERVISOR Full Time Salary Range $57,280 - $64,440 per annum Placement within the hiring range is based on skills and experience Application Deadline: September 6, 2026 Do you anticipate guests’ needs, exceed their expectations and respond to requests, concerns and issues in a positive and professional manner? At Fallsview Casino Resort we provide our guests with incomparable casino player rewards and VIP treatment. The VIP Supervisor is responsible for supporting the VIP Manager in overseeing daily VIP operations and ensuring an exceptional level of service for high-value guests. The position provides leadership and direction to VIP staff, ensures departmental procedures are followed, and supports positive and professional guest experience. If you would like to be on a team of Great People delivering great service, we may have just the opportunity for you!

Requirements

Previous experience in casino, hospitality, customer service, or VIP operations.
Strong interpersonal and communication skills.
Excellent customer service and problem-solving abilities.
Strong organizational skills with the ability to manage multiple priorities.
Ability to work flexible hours, including evenings, weekends, and holidays.
Strong computer and administrative skills.
Ability to maintain confidentiality and handle sensitive guest information professionally.
Must meet all applicable gaming regulatory and licensing requirements.

Nice To Haves

Previous supervisory or leadership experience preferred.
Knowledge of casino systems and VIP/player management systems is an asset.

Responsibilities

Provide exceptional, personalized service to VIP and high-value guests.
Supervise VIP Services Staff in their Daily duties and support to VIP Hosts.
Monitor VIP operations and ensure the department runs efficiently and professionally.
Assist with VIP events, tournaments, promotions, dinners, entertainment, and player experiences.
Coordinate guest requests, reservations, transportation, accommodation, and other VIP arrangements.
Ensure all comps, benefits, and player services are provided in accordance with established policies and procedures.
Maintain strong knowledge of departmental SOPs, casino policies, and player service standards.
Support staff scheduling, training, coaching, and performance management.
Encourage teamwork, communication, accountability, and continuous improvement.
Lead by example and promote a professional, respectful, and team-oriented environment.
Provide clear direction and support to team members
Recognize and address performance issues promptly and appropriately.
Demonstrate sound judgment when handling sensitive VIP and operational matters.
Assist with resolving guest concerns and escalate issues to management when appropriate.
Work closely with other departments, including Casino Operations, Hotel, Food & Beverage, Marketing, Finance, and Security.
Maintain accurate player and event records using department systems.
Monitor and follow responsible gaming, compliance, privacy, and regulatory requirements.
Support the VIP Manager with administrative duties, reporting, audits, and special projects
Consistently working safely, and in compliance with OH&S policies, internal safety policies and legislation by actively contributing to a safe and hazard free work environment
Flexibility to support a 24/7 operation