VIP Services Supervisor
Essential Duties & Responsibilities
- Supports the strategic direction of the Guest Services department, including operating procedures, structure and efficiency in order to provide maximum value to SMIBC.
- Responsible for overseeing and coordination of hotel reservations for casino offers and VIP customers to include the assignment of hotel rooms and suites.
- Responsible for the coordination and use of off-site amenities to include all sponsorship venues and any additional VIP related requests.
- Oversees the usage of all of our tickets for each of our sponsorships.
- Oversees telemarketing campaigns to generate business.
- Supervises all staff responsibilities including reservations and telemarketing
- Coordinates, assigns, and measures telemarketing campaigns
- Monitors team’s interactions with guests to ensure guest satisfaction
- Collaborates with training manager to ensure department is properly trained on latest sales and guest service strategies & tactics.
- Collaborates with our Transportation department for transport of our VIP patrons to sponsorship venues.
- Collaborates with the area hotels for customer reservations as needed.
- Responsible to collaborating with the Player Development Team to ensure VIP customers are serviced in the standards set forth by SMIBC.
- Provides feedback to staff on their performance. Coaches and mentors’ VIP Services Representatives.
- Responsible for the supervision of VIP Representatives and any additional contracted staff in-house or off- site to include hiring, training and all related functions.
Responsible for adhering to the Policies and Procedures in compliance with the regulations set forth by SMIBC as well as the compliance with AML regulations.
- Assists with obtaining and training necessary staff
- Performs additional duties as assigned.
Supervisory Responsibilities
Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include handling the interviewing, hiring and training of employees; planning, assigning and directing of work; appraising performance, rewarding and disciplining of employees; addressing complaints and resolving problems.
Education/Experience/Qualifications
- Bachelor’s Degree in Marketing, Business Administration or a related field is preferred.
- Must possess 2 years of Casino Marketing/VIP Services or Guest Services experience. Must possess strong leadership and team building skills.
- Possess Luxury Hotel and Group Reservations experience., preferred
- Intermediate level of proficiency using Microsoft Word, Excel, PowerPoint and Outlook is required.
- Possess excellent interpersonal skills to deal effectively with all business contacts.
- Analytical in his or her approach to problem solving with an emphasis on managing within a team environment which is focused on results.
Certificates/Licenses/Registrations
- Must possess a valid driver’s license with acceptable driving record as determined by the company’s insurance carrier.
- At the discretion of the San Manuel Tribal Gaming Commission you may be required to obtain and maintain a gaming license.
Physical Requirements/ Working Conditions – Environment
- The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.
- Primary work environment is in a climate-controlled office setting.
- Work requires travel to attend meetings, trade shows, and conferences.
- Incumbents may be required to work evening, weekend and holiday shifts.
- Must be able to work in a fast paced, high demand environment.
- Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
- Sedentary work; involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
- Physical activities that apply to the essential functions of the position are: Balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, fingering, grasping, talking, hearing, repetitive motions.
- Hearing sufficient to hear conversational levels in person and over the telephone.
- Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, and over the telephone.
- Visual Acuity that best describes the requirements of the position: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection of employees, visitors or facility.
- Mobility sufficient to safely move in an office environment, walk, stoop, bend, kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
- Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
- The employee may be exposed to fumes or airborne particles including secondhand smoke.
San Manuel Band of Mission Indians and San Manuel Indian Bingo & Casino will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.