VIP Services Shift Lead - Four Diamond Guest Experience

Seneca Gaming Corporation; City of Niagara Falls (NY); On-site; USD 23,000 - 32,000; Full time

Job summary

Seneca Gaming Corporation seeks a VIP Services Shift Manager to supervise the Hotel Guest Services Desk, VIP Services and Butlers, delivering Four Diamond Service to guests and coordinating VIP arrivals, check-in and related experiences.

The role includes scheduling and training VIP staff, ensuring accurate guest information in ACSC and LMS, and maintaining high service standards while collaborating with Front Desk, Marketing and other departments.

Qualifications

• 18 years of age or older.
• High school diploma or its equivalent.
• Minimum five years of hospitality, casino and/or front desk experience.
• Minimum three years of Front Desk Management and/or VIP Services experience.
• Proficient with ACSC and LMS.
• Proficient in Microsoft Office Suite.
• Excellent customer service skills.

Responsibilities

• Supervise daily operations of Hotel Guest Services Desk, Business Center and VIP Services.
• Assist in scheduling team members.
• Supervise VIP arrivals/departures and provide Four Diamond Service with staff coordination.
• Address guest requests related to reservations, spa, housekeeping, valet, events, entertainment and more.
• Ensure accurate guest information in ACSC and LMS.
• Maintain staffing, training and performance standards.

Skills

Customer service

Communication

Interpersonal skills

Education

High school diploma or equivalent

Tools

ACSC LMS

Microsoft Office Suite

Job description

Seneca Gaming Corporation seeks a VIP Services Shift Manager to supervise the Hotel Guest Services Desk, VIP Services and Butlers, delivering Four Diamond Service to guests and coordinating VIP arrivals, check-in and related experiences.

The role includes scheduling and training VIP staff, ensuring accurate guest information in ACSC and LMS, and maintaining high service standards while collaborating with Front Desk, Marketing and other departments.