Hard Rock International

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SUPERVISOR - VIP SERVICES

SUPERVISOR - VIP SERVICES

Job ID 
2018-4937
# of Openings 
2
Job Locations 
US-NJ-Atlantic City
Posted Date 
5/7/2018
Category 
Marketing/Sales

More information about this job

Overview

Under the direction of the Manager – VIP Services assists in overseeing the VIP Services staff in offering exceptional personalized service to guests in our high-end areas, as well as assists in directing a number of activities of other hotel and casino departments relating to high end guests. Provides a number of services, including concierge services and caters to a wide variety of requests from guests. Assists in coordinating services provided to high end guests and ensures flawless execution of such. In absence of Manager acts on her/his behalf.

Responsibilities

  • Maintain highest levels of VIP Services by assisting in interviewing, selecting, training, employees, as needed.
  • Ensure the day to day satisfaction of each high-end guest by providing exceptional guest service that differentiates us from the competition.
  • Create VIP reports daily based on VIP arrivals.
  • Works to facilitate reservations for Player Development and National Marketing Executives guests while adhering to company policy regarding comping and reinvestment levels.
  • Work closely with VIP Check-in to ensure proper accommodations, provide eta’s, coordinate amenities, etc.
  • Work closely with Butler Team to facilitate hi end guest trips.
  • Meet and greet guests upon arrivals and departures as necessary.
  • Coordinate and communicate with other casino and hotel departments to ensure each guest’s experience is memorable and all aspects of the guest visit are executed flawlessly (i.e. Room service, restaurants, housekeeping, high limit gaming areas, etc.)
  • Provide daily shift reports to VIP Services Manager.
  • Assist VIP Manager for arriving guests – preregistering and checking suites, preparing luggage tags, etc.
  • Provide concierge services such as making reservations for shows, dinner, outings, spa or suggesting suitable entertainment options.
  • Respond to special requests of guests as directed, as well as guest complaints and inquiries in a calm, prompt, courteous manner.
  • Assists in ordering, payroll, scheduling and other miscellaneous administrative responsibilities, as needed.
  • Complete time and attendance records on a daily/weekly basis.
  • Reviews and coordinates updates for VIP Arrival/Departures throughout the property.
  • Assists in the coordination of logistics with Manager of VIP Services for private Aviation arrivals and departures.
  • Performs duties of VIP Representative when necessary.
  • Adhere to the highest levels of guest service and ensure staff does same.
  • Provide direction to Hotel Front Desk on dealing with VIP Casino block of rooms and all information regarding the Casino.
  • Review and establish, together with the Manager of VIP Services, appropriate amenities for VIP guests.
  • In absence of VIP Manager, acts on her/his behalf.
  • Performs other duties as assigned.

Qualifications

  • High School Diploma or equivalent and two (2) years guest service and one (1) year VIP guest service experience in a hospitality environment, or an equivalent combination of education and experience.
  • Associates degree in Hospitality Management or related field is preferred, along with supervisory experience.
  • Must have knowledge of MS Office to include Word and Excel. 
  • Knowledge of LMS or similar software is preferred.