VIP Services Supervisor
About The Position
The VIP Services Supervisor coordinates VIP guest arrangements and supports an efficient, seamless guest experience. Using the Activities Reservation Tracking System (ARTS), the supervisor books shows, dinners, cabanas, limousine transportation around the Strip, and special amenities delivered through room service. The role assists guests with hotel reservations and requests, checks on room service and housekeeping, and ensures rooms and amenities are ready for VIP arrivals. The supervisor supports VIP check-in and checkout, verifies identification and payment, accommodates room preferences, and ensures guest bills are accurate and provided at departure. The role resolves reservation and billing issues, coordinates with casino hosts regarding charges and complimentary amenities based on casino play, and helps with scheduling and decision-making when the manager is unavailable. Daily duties also include opening and closing the lounge, running ARTS reports, preparing guest keys and arrival information, and replenishing lounge and desk supplies.
Requirements
- Excellent customer service skills.
- Strong telephone etiquette.
- Ability to handle high-volume phone lines and multitask.
Nice To Haves
- Bachelor's degree preferred.
- One year of front desk or concierge experience preferred.
- One year of experience with Lodging Management System (LMS+) systems preferred.
- At least one year of customer service experience preferred.
- Bilingual ability preferred.
- Basic computer-program knowledge, including Microsoft Word, Excel, and LMS+, preferred.
Responsibilities
- Use ARTS to book VIP guest shows, dinners, cabanas, limousine transportation, and room-service amenities.
- Print guest itineraries when amenities are booked.
- Answer a multi-line phone system and assist guests with hotel reservations, show and dinner bookings, and other requests.
- Answer questions about guest accounts and room service; verify amenity delivery and housekeeping completion.
- Ensure VIP requests are fulfilled and rooms are prepared for arrivals.
- Facilitate an efficient VIP check-in and checkout process.
- Resolve guest-room booking, dinner, and show reservation issues with little or no assistance from guests.
- Obtain proper identification and payment for rooms and accommodate room-type, smoking, and view preferences.
- Ensure guest bills are correct and provided for payment at departure.
- Resolve guest bills with casino hosts for additional food, beverages, or show tickets.
- Coordinate with casino hosts and provide complimentary amenities based on guest casino play at the property.
- Replenish lounge refrigerator drinks and stock the desk with room keys, key booklets, pens, and folio paper.
- Open the lounge daily by running ARTS reports for limousine arrivals and departures and room-service deliveries.
- Close the lounge daily by confirming amenities have been sent, taking prepared keys to the invited guest window at the front desk, running next-day arrival reports, and restocking the refrigerator and front desk.
- Help with scheduling.
- Help make decisions when the manager is unavailable.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
