VIP Services Shift Manager

senecacasinos; City of Niagara Falls (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Seneca Resorts & Casinos is seeking a VIP Services Shift Manager to supervise the Hotel Guest Services Desk, VIP Services and the Butlers, ensuring quality Four Diamond service for all patrons.

You will assist in training and scheduling VIP staff, and coordinate with Front Desk and other departments to meet guest needs and maintain service excellence.

Qualifications

• Supervise day-to-day operations of the Guest Services Desk and VIP Services.
• Assist in scheduling and training VIP Staff and Butlers.
• Ensure accurate guest information and high-quality Four Diamond service.

Responsibilities

• Oversee VIP room readiness and special guest requests.
• Coordinate with Front Desk, Bell Services and Marketing.
• Manage personnel records and performance feedback.
• Handle guest issues with prompt, courteous service.

Job description

The VIP Services Shift Manager is responsible for the supervision of the Hotel Guest Services Desk, VIP Services and the Butlers, ensuring quality service to all patrons and guests of the Hotel/Casino. The VIP Services Shift Manager will assist the staff as necessary to facilitate the handling of all VIP guest interactions efficiently and professionally. The VIP Services Shift Manager will assist in the training and scheduling of Butlers along with the VIP Services staff for VIP Hotel Check-In, and Guest Services. The VIP Services Shift Manager will assist in the interviewing and selection of VIP Services staff. The VIP Services Shift Manager will efficiently and accurately issue Social Club cards to new and existing guests. All duties are to be performed within the guidelines of the Seneca Gaming Corporation's policies and procedures, Internal Control Standards and Objectives.

Great teams make the #Best8Hours of your day. At Seneca Resorts & Casinos, we work hard, celebrate often, and build a culture people actually want to be part of.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• 32. Supervise the day-to-day operations and staff of the Hotel Guest Services Desk & Business Center and VIP Services. Ensure adherence to all policies & procedures.
• 33. Assist in scheduling team members.
• 34. Supervise VIP Junket arrivals and departures, maintaining accurate information and scheduling appropriate resources to provide Four Diamond Service while maintaining open communications with all involved parties not limited to but including Junket Manager and staff, Marketing Services, Bell Services, Butler Services and Front Desk.
• 35. Work to accommodate all guests' requests, including those related to reservations, spa/salon, housekeeping, valet, casino events, outside events/reservations, player development, entertainment, butlers, concierge service etc. Follow up to ensure guest satisfaction.
• 36. Perform subordinate duties as necessary.
• 37. Supervise all entertainment bookings and needs related to their hotel stay, completing appropriate paperwork (creation of welcome letters and itineraries) and reporting.
• 38. Monitor and maintain equipment and supplies in Business Center to ensure excellent working conditions.
• 39. Ensure Guest Services Desk is fully stocked with informational resources such as maps, promotional flyers, brochures, up to date restaurant information/menus.
• 40. Ensure staff is knowledgeable and efficient while maintaining superior service standards during guest interactions. Maintain up to date posting of information.
• 41. Respond to routine patron requests, such as qualifications for hotel and restaurant services or availability.
• 42. Book recommended hotel, restaurant, and walk in reservations.
• 43. Enter correct and accurate guest information into the ACSC and LMS systems.
• 44. Issue Social Club cards and relay the cards uses and benefits to new and existing customers.
• 45. Must cross train as a Front Desk Shift Manager and adhere to the functions and responsibilities of both positions.
• 46. Oversee and ensure inspection and readiness of VIP rooms/suites prior to occupancy.
• 47. Lend personal attention to guests, ensuring service expectation are met. Respond to all guests' problems, complaints and/or incidents in an attentive, courteous and efficient manner. Act as liaison between guests and the affected departments for any concerns. Provide service recovery compensation as deemed appropriate.
• 48. Maintain service expectations, training of new and existing employees.
• 49. Coordinate and communicate information and/or efforts pertaining to all related in-house departments, outside event coordinators, meeting planners, travel organizations, etc. as information relates to Guest Services/VIP Services, foster and maintain good working relationship with Front Desk staff.
• 50. Work to accommodate all guests' requests, including those related to reservations, spa/salon, housekeeping, valet, casino events, outside events/reservations, player development, entertainment, butlers, national marketing, etc. Follow up to ensure guest satisfaction.
• 51. Maintain and update employee files, uses discretion and maintains confidentiality when handling sensitive issues.
• 52. Evaluate employee job performance and progress pertaining meeting objectives, motivate employees to meet goals and standards. Address poor job performance issues through coaching, counseling or discipline appropriately.
• 53. Ensure timely and appropriate issuance of performance appraisals for all direct reports.
• 54. Maintain a clean, safe, hazard-free and harassment-free work environment within the areas of responsibilities.
• 55. Promote positive guest, employee and public relations at all times.
• 56. Maintain a current understanding of all policy and guidelines regarding information security including the Seneca Gaming Corporation Acceptable Use Policy. Understand and comply with all information security policies and procedures at all times.
• 57. Adhere to all Purchasin