Vip Player Services Supervisor

Niagara Casinos; Niagara Falls; On-site; CAD 57,000 - 64,000; Full time

Job summary

Niagara Casinos is seeking a VIP Player Services Supervisor for a full-time role in Niagara Falls, Canada. You will lead VIP staff, coordinate guest experiences, and ensure high-value guests receive exceptional service in a fast-paced environment.

The ideal candidate will have prior casino or VIP operations experience, strong interpersonal skills, and the ability to manage multiple VIP events and daily duties while maintaining compliance with policies.

Qualifications

• 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.
• Must meet 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 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.
• 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.

Skills

VIP operations

Customer service

Supervisory experience

Communication skills

Organizational skills

Tools

Casino systems

Job description

Regular

There are some GREAT PEOPLE out there… we should know we hire them!

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 guestswith 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. If you would like to be on a team of Great People delivering great service, we may have just the opportunity for you!

The job involves:

• 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 escalate 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

The ideal candidate has:

• 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.

Knock, knock. Hear that sound? That’s opportunity and it’s at Niagara Casinos