VIP Guest Experience Supervisor

550_Niagara_Complex_Services Complex Services

Hamilton

Hybrid

CAD 57,000 - 64,000

Full time

6 days ago

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Job summary

Fallsview Casino Resort in Ontario is seeking a VIP Player Services Supervisor to lead VIP staff and support the VIP Manager in delivering exceptional service to high-value guests. The role focuses on supervising daily VIP operations, ensuring compliance with policies, and coordinating guest experiences with other departments.

Ideal candidates have casino, hospitality, or VIP experience, strong communication and problem-solving abilities, and the flexibility to work evenings, weekends, and

Qualifications

Previous experience in casino, hospitality, customer service, or VIP operations.
Strong interpersonal and communication skills.
Excellent customer service and problem-solving abilities.
Strong organizational skills with the ability to manage multiple priorities.
Ability to work flexible hours, including evenings, weekends, and holidays.
Strong computer and administrative skills.
Knowledge of casino systems and VIP/player management systems is an asset.
Ability to maintain confidentiality and handle sensitive guest information professionally.
Must meet all applicable gaming regulatory and licensing requirements.

Responsibilities

Provide exceptional, personalized service to VIP and high-value guests.
Supervise VIP Services Staff in their Daily duties and support to VIP Hosts.
Monitor VIP operations and ensure the department runs efficiently and professionally.
Assist with VIP events, tournaments, promotions, dinners, entertainment, and player experiences.
Coordinate guest requests, reservations, transportation, accommodation, and other VIP arrangements.
Ensure all comps, benefits, and player services are provided in accordance with established policies and procedures.
Maintain strong knowledge of departmental SOPs, casino policies, and player service standards.
Support staff scheduling, training, coaching, and performance management.
Encourage teamwork, communication, accountability, and continuous improvement.
Lead by example and promote a professional, respectful, and team-oriented environment.
Provide clear direction and support to team members
Recognize and address performance issues promptly and appropriately.
Demonstrate sound judgment when handling sensitive VIP and operational matters.
Assist with resolving guest concerns and escape issues to management when appropriate.
Work closely with other departments, including Casino Operations, Hotel, Food & Beverage, Marketing, Finance, and Security.
Maintain accurate player and event records using department systems.
Monitor and follow responsible gaming, compliance, privacy, and regulatory requirements.
Support the VIP Manager with administrative duties, reporting, audits, and special projects
Consistently working safely, and in compliance with OH&S policies, internal safety policies and legislation by actively contributing to a safe and hazard free work environment
Flexibility to support a 24/7 operation

Skills

VIP operations

Interpersonal skills

Customer service

Problem-solving

Organizational skills

Flexible hours

Administrative skills

Casino systems knowledge

Confidentiality

Gaming regulations

Tools

VIP/player management systems

Casino systems

Job description

Ideal candidates have casino, hospitality, or VIP experience, strong communication and problem-solving abilities, and the flexibility to work evenings, weekends, and

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