VIP Services Supervisor

Jamul•Jamul, CA

5d•Onsite

About The Position

The VIP Services Supervisor oversees the daily operations of the VIP Services team and reports to the VIP Services Manager. The role demonstrates Jamul Casino Resort’s mission and values through F.I.R.S.T. (Fun, Integrity, Respect, Service, Team), while delivering high-quality service and hospitality to VIP guests. The supervisor works with Player Development leadership, Casino Hosts, and internal departments to support guest loyalty, VIP strategies, events, and seamless service delivery. The position requires compliance with gaming regulations, internal controls, and company policies, as well as maintaining the confidentiality of sensitive guest information.

Requirements

Must be at least 21 years of age.
High school diploma or equivalent.
At least 3 years of experience in VIP Services, Casino Host, Hospitality, or Player Development.
Strong knowledge of casino operations, comps, and player loyalty programs.
Exceptional interpersonal and communication skills, with the ability to build rapport with diverse guest demographics.
Confident decision-making and strong problem-solving abilities.
Ability to multitask and manage priorities in a fast-paced, high-pressure environment.
Comfort with guest-tracking systems and mobile tools.
Detail-oriented and highly organized.
Available to work nights, weekends, and holidays as needed based on guest demand and event schedules.
Ability to read and interpret English documents and communicate verbally in English.
Ability to perform basic arithmetic, including calculations using American money and common units of measurement.
Ability to count money and gaming chips accurately and efficiently and make change.
Ability to operate an adding machine and use basic computer tools.
Ability to follow written, oral, or diagrammed instructions and address problems involving several concrete variables in standardized situations.
Must be able to qualify for licenses and permits required by federal, state, and local regulations.
Must be able to earn and maintain a gaming license.
Regularly able to stand and use hands to finger, handle, or feel objects, tools, or controls; frequently reach with hands and arms and talk or hear.
Able to lift and/or move up to 10 pounds regularly, 25 pounds frequently, and 50 pounds occasionally, as described under physical demands.
Able to push, pull, reach, bend, twist, stoop, stack, crouch, kneel, and balance while performing duties, including in confined spaces.
Able to meet vision requirements including close, color, and peripheral vision.
Maintain a professional and polished appearance in accordance with company standards.

Nice To Haves

College degree.
Prior supervisory or team leadership experience is strongly preferred.
Written communication skills in English.
TIPS Alcohol Training, required for designated guest-service positions.

Responsibilities

Supervise, train, and motivate the VIP Services team to deliver consistent, high-quality service to VIP guests.
Monitor team performance and provide coaching, feedback, and recognition.
Resolve escalated guest issues promptly and satisfactorily.
Coordinate with Player Development leadership and Casino Hosts to implement VIP strategies and service initiatives.
Build and maintain relationships with high-value guests to enhance loyalty and repeat visits.
Engage and greet guests throughout the property.
Oversee VIP hospitality arrangements, including hotel, dining, entertainment, and transportation.
Make decisions about comps and offers based on player value, tracked play, and operational guidelines.
Assist in identifying, qualifying, and converting potential high-value players.
Plan and execute VIP events and coordinate logistics and guest needs.
Collaborate with internal departments to support VIP events and activations.
Stay informed about casino promotions, events, amenities, and Sweetwater Rewards.
Use mobile devices and guest-tracking systems to respond to player alerts and real-time needs.
Maintain accurate records of guest interactions and service requests.
Ensure compliance with gaming regulations, internal controls, and company policies.
Maintain the confidentiality of sensitive guest information.
Perform other assigned tasks and responsibilities.