Vip Player Services Supervisor

550_Niagara_Complex_Services Complex Services; Hamilton; Hybrid; CAD 57,000 - 64,000; Full time

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

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VIP PLAYER SERVICES SUPERVISOR

Full Time Salary Range $57,280 - $64,440 per annum Placement within the hiring range is based on skills and experience

Application Deadline: September 6, 2026

Do you anticipate guests’ needs, exceed their expectations and respond to requests, concerns and issues in a positive and professional manner? At Fallsview Casino Resort we provide our guests with incomparable casino player rewards and VIP treatment. The VIP Supervisor is responsible for supporting the VIP Manager in overseeing daily VIP operations and ensuring an exceptional level of service for high-value guests. The position provides leadership and direction to VIP staff, ensures departmental procedures are followed, and supports positive and professional guest experience.

Job 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

Qualifications

• Previous experience in casino, hospitality, customer service, or VIP operations.
• Previous supervisory or leadership experience preferred.
• 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.

We confirm that we do not use AI in screening of applicants, and this position is an existing vacancy.

Niagara Casinos is committed to creating an accessible and inclusive environment by providing equal opportunity to candidates of all abilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

Since opening its doors on December 9, 1996, Casino Niagara has been non-stop excitement in the heart of the Niagara Tourism area. Just 8 years later, Fallsview Casino resort opened to the public on June 10, 2004. Built on a cliff overlooking the world-famous Horseshoe Falls, Fallsview Casino Resort is the largest and most elegant gaming resort facility in Canada. This world class gaming and entertainment facility is the crown jewel in Niagara's stunning array of wonders. At Niagara Casinos we pride ourselves on our employees and strive to create a culture for our associates that demonstrate our values every day. We believe that the differences and unique qualities in people should be celebrated and encouraged. Every employee that works here should feel valued, respected and accepted. At Niagara Casinos, EVERYTHING we do is Customer Service.