Lead VIP Services Manager

2 weeks ago

Reno, Nevada, United States Caesars Entertainment Full time
Job Title: Lead VIP Services Specialist

Join Caesars Entertainment as a Lead VIP Services Specialist and take on a challenging role that requires exceptional leadership and customer service skills.

Job Summary

This position is responsible for supervising VIP Coordinators on assigned shifts and working as a member of the Coordinator Staff to enhance guest service and ensure the overall success of the department.

Key Responsibilities
  • Collaborate with Revenue Management to maximize revenue and provide exceptional service to VIP guests.
  • Supervise all activities in the VIP Services office to ensure a smooth and professional workflow.
  • Maintain a thorough understanding of property and department policies and procedures, and provide training and guidance to staff as needed.
  • Recommend improvements to facilities and services to ensure continued success of selected guest programs.
  • Counsel, guide, and instruct assigned personnel in the proper performance of their duties and prepare and present their periodic performance appraisals.
  • Oversee coordination of player and room counts and ensure VIP Services provides all necessary services.
  • Assist with comps based on tracked play for gaming customers within established guidelines, monitor comps given, and enforce comp guidelines.
  • Recommend personnel changes, including hiring and termination, and recommend adjustments and merit wage increases for assigned personnel within established limits.
  • Exemplify Caesars Entertainment's core values, family-style service, mission, and vision.
  • Exemplify the company's DEI culture.
  • Perform other job-related duties as assigned.
Requirements
  • Literate and fluent in English.
  • Excellent communication and interpersonal skills.
  • Advanced computer skills.
  • Must possess a full understanding of all VIP office policies and procedures, including a thorough knowledge of complimentary guidelines.
  • Excellent guest and employee relations.
  • Strong problem-solving skills combined with the ability to work independently and make appropriate decisions without supervision.
  • Ability to handle multiple projects simultaneously and react well under pressure.
  • Ability to lead and motivate staff.
  • Ability to set consistent examples to staff in excellent guest service skills, professionalism, and attention to detail.
  • Ability to deal effectively with guests in a variety of situations, often stress-related, and to solve guest disputes to their satisfaction while maintaining the interests of the company.
  • Demonstrated ability to use and promote SPOTLIGHT skills.
  • Ability to uphold and demonstrate the highest level of integrity in all situations and recognize standards required by a regulated business.
  • Acts as a role model to other Team Members and always presents oneself as a credit to Caesars Entertainment and encourages others to do the same.
  • Bachelor's degree in a related field and/or equivalent work experience required.
Physical Demands and Work Environment
  • Must be able to sit or stand for long periods of time.
  • Visual and auditory range must include the immediate environment.
  • Mobility to move easily about the property.
  • Must have the manual dexterity to operate a computer and other necessary office equipment.
  • Must have the ability to push, pull, reach, bend, twist, stoop, and kneel.
Guest Service (Internal/External) Standards

Employee is required to meet and deliver Caesars Entertainment's core values, service standards, and family-style service.

Performance Requirements

Must have the ability to provide internal/external guests with service excellence, have excellent communication skills and observation skills, and have an easygoing demeanor to ensure a fun and safe environment for our guests.

Above-average speech - both speaking and reading/writing English. Need excellent interpersonal skills. Work requires schedule flexibility, which may include days off, nights, weekends, holidays, and overtime as needed.

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Essential duties must be performed with or without reasonable accommodation.

The above statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of the position. Caesars Entertainment reserves the right to make changes to the job description whenever necessary.

Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and individuals' religious beliefs or practices.

As a part of the new hire process, candidates will be required to complete a background check post-offer. Caesars Entertainment is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.

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