VIP Guest Experience Lead & Operations

Hard Rock Hotel & Casino Atlantic City; Atlantic City (NJ); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

Accident Coverage

Pet Legal

401K Match

Paid Time Off

Holiday Pay

Free Meals

Free Uniforms

Free Parking

Employee Discounts

Annual Bonus Program

Training & Leadership Development

Job summary

Hard Rock Hotel & Casino Atlantic City is seeking a VIP Services team member to manage daily VIP operations and assist in VIP Check-In.

You will lead staff, coordinate arrivals/departures, ensure top-tier guest service, and support play evaluation, events, and reporting. The role requires strong guest relations skills and the ability to manage multiple tasks in a fast-paced resort environment.

Responsibilities

• Daily work assignments of VIP Services staff.
• Reviews and coordinates updates for VIP arrivals/departures throughout the property—play evaluation.
• Provides exceptional guest service that differentiates us from the competition.
• Responsible for quality, consistency, and presentation of all products delivered to guests.
• Adhere to the highest levels of guest service and ensure staff do the same.
• Respond to special requests from guests, as well as guest complaints and inquiries, in a calm, prompt, courteous manner.
• Develop department members’ knowledge and skills through education and training.
• Running and maintaining multiple reports (occupancy avail/comp criteria, Suites, Limo, Entertainment Pacing, Non-Zero)
• Assist with the Collections Department
• Entertainment – Play evaluation, ticket assignments, meetings with box office, ticket distribution.
• Special Events
• Kronos, Salesforce, 7 rooms (restaurants & beach rentals)
• Call center host request and distributing high-end offers booked to Player Development
• Performs other duties as assigned.

Job description

Hard Rock Hotel & Casino Atlantic City is seeking a VIP Services team member to manage daily VIP operations and assist in VIP Check-In.

You will lead staff, coordinate arrivals/departures, ensure top-tier guest service, and support play evaluation, events, and reporting. The role requires strong guest relations skills and the ability to manage multiple tasks in a fast-paced resort environment.