Casino Services Supervisor

Fontainebleau Las Vegas, LLC; Las Vegas (NV); On-site; USD 30,000 - 39,000; Full time

Job summary

Fontainebleau Las Vegas, LLC is seeking a Casino Service Supervisor to oversee the Casino Services call center and frontline guest interactions for high-value guests. The role focuses on maintaining exceptional service levels, coordinating with concierge, housekeeping and F&B, and ensuring seamless VIP experiences across touchpoints.

The ideal candidate has high-end hospitality experience, strong communication skills, and the ability to lead a team in a fast-paced, high-stress environment while

Qualifications

• High school diploma or equivalent.
• Experience in a high-end hospitality or luxury resort setting preferred.
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to maintain professionalism under pressure.

Responsibilities

• Oversee day-to-day operations of the Casino Services Call Center.
• Assist with maintaining reservation and guest loyalty processes.
• Monitor team performance and ensure guest service standards are met.
• Coordinate with concierge, housekeeping, and F&B to fulfill special requests for VIPs.
• Supervise workflow, provide guidance, and support training for staff.
• Stay informed on resort amenities, events, and promotions to enhance guest experiences.

Skills

Customer service excellence

Communication skills

Problem solving

Poise under pressure

Team supervision

Education

High school diploma or equivalent

Job description

POSITION OVERVIEW

Casino Service Supervisor will be responsible for overseeing and managing the Casino Service operations within the casino, ensuring an exceptional and personalized experience for high-value guests.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• Oversee day to day operations of the Casino Services Call Center
• Assist with maintaining casino booking procedures and processes as it relates to the reservation and guest loyalty programs and occupancy management
• Observe the performance of team members during the shift to determine if they are meeting the guest service requirements and needs
• Monitor the team members’ relationship with other resort departments, such as concierge, housekeeping, and food & beverage to ensure the fulfillment of special requests
• Assist with the execution of all department’s initiatives, monitoring and supervising workflow effectiveness, and ensuring Members have adequate guidance and resources
• Assist with monitoring and coaching team members as required
• Stay informed about the resort’s amenities, offerings, events, and promotional activities
• Keep abreast of local happenings, attractions, and activities to provide VIP guests with recommendations and experiences beyond resort’s borders
• Work closely with other departments to ensure the VIP guest experience is coordinated and seamless across touchpoints
• You will assist with and handle a variety of requests to ensure our VIP guests have a seamless and unforgettable stay
• Assist with maintaining the proper operating condition and maintenance of the Casino Services working space, taking immediate action to remediate any deficiencies, monitor and maintain cleanliness, sanitation, and organization of assigned work areas
• Ensure members have a strong adherence to the uniform, personal appearance, and hygiene standards
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary

QUALIFICATION REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• High school diploma or equivalent required
• Previous experience in a high-end hospitality or customer service role, preferably within a casino or luxury resort setting
• Excellent communication skills, both written and verbal
• Strong problem-solving abilities and attention to detail
• Ability to maintain professionalism and poise under pressure
• A passion for delivering exceptional guest experiences
• Must be able to work in close quarters
• Must be able to work in a high stress environment
• Must be able to sit for long periods of time and be computer literate
• Must be willing and able to work a flexible schedule to include nights, holidays, and weekends
• Work in a fast-paced, busy, and somewhat stressful environment

SUPERVISORY RESPONSIBILITIES

This position supervises the Casino Sales Coordinators with the Casino Services operation.

DIVERSITY COMMITMENT

Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our members. We believe our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be intentionally integrated into our work. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company. By promoting these values and continuously pushing for better, we aim to create a positive work environment that encourages equality, inclusion, empowerment, and respect.

CERTIFICATES, LICENSES, REGISTRATIONS

Member must be able to qualify for licenses and permits required by federal, state, and local regulations.

LANGUAGE SKILLS

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Member is regularly required to stand and use hands and fingers to handle or utilize objects, tools, or controls. The Member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and peripheral vision.

The Member must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Member could be exposed to an environment containing unrestricted secondhand tobacco smoke.

PAY TRANSPARENCY

Fontainebleau Las Vegas believes in developing and supporting our talent into the future. Our compensation program is designed to attract, motivate, and retain talented Members who are the driving force behind the Company's success. We strive to provide market-competitive compensation. Salary will be commensurate with experience and skill set, considering a candidate's qualifications, skills, competencies, and experience, as well as internal equity and market data alignment.

In alignment with our Company culture, we will strive to communicate openly about the goals of the Company and the design of the compensation program. The compensation process is designed to be fair and simple so that all Members and managers understand the Company's goals and future career development opportunities for upward mobility.

SALARY

$24.64 per hour