Shift Manager VIP

2 months ago

Monticello, United States Resorts World Catskills Full time
Position Overview:

The VIP Services Shift Manager is responsible for overseeing the daily performance of the departmental representatives.Position plays a key role in the communication with other operating departments to ensure all VIP guests have a seamless experience from pre-arrival to departure. Provides on property goods and services (i.e. Hotel room stays, dining, gift shop, etc.)

Essential Functions

  • Reviews and coordinates the departmental schedules to optimize the ability to maintain goals for call volume and times, and adjusts schedules as needed.
  • Prepares information for reporting purposes and other documentation to be distributed as required by the department manager.
  • Monitors the calls staff is responding to, both internally and externally.
  • Reviews agents daily to assure call quality and maintain our Guest Service standards.
  • Works with the VIP Services Manager to monitor and provide feedback relating to recordings with staff for coaching, counseling and commendation.
  • Maintains daily break schedule, and attendance records for the department staff.
  • Handles escalated calls that staff may not be able to resolve due to severity of issue.
  • Handles bookings for Aviation and Limo requests.
  • When call volumes dictate, answers and processes all internal and external inbound calls whether by phone, radio, on screen chat or other electronic means.
  • Assist the Player Development and National Marketing staff to evaluate guest folios and issues comps based on play.
  • Provides on property goods and services not to exceed $200 (i.e., Hotel room stays, dining, gift shop, etc.).
  • Interacts with all departments to ensure excellent communication regarding VIP arrivals and the needs of the VIP guests.
  • Tracks and communicates VIP guest preferences to provide personalized service.
  • Performs other tasks as assigned.
Essential Requirements:
  • Must have working ability with Microsoft Word, Excel and Outlook
  • Intermediate keyboard skills
  • Strong communication skills
  • Must have excellent organizational and time management skills
Knowledge/Work Experience:
  • High School diploma or equivalent
  • Five (5) years Marketing experience preferred with three (3) years in a Supervisory capacity required
  • Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission

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