VIP Services Shift Manager

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 Purchasing, HR, and TERO compliance policies.

58. Provide exceptional customer service to all patrons and communicate in a pleasant, friendly and professional manner at all times. Maintain a professional work environment with supervisors, managers and staff.

59. Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies.

60. Must complete all required SGC Training programs within nine (9) months from commencement of employment. Must complete all future training seminars, which enhance Four Diamond guest service.

61. Attend all necessary meetings.

62. Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed. Hours are determined by a 24-hour schedule.

QUALIFICATIONS/REQUIREMENTS:

Education/Experience:

8. Must be 18 years of age or older upon employment.

9. High school diploma or its equivalent is required.

10. Minimum (five) 5 years’ hospitality, casino and/or front desk experience required.

11. Minimum (three) 3 years of Front Desk Management experience and/or VIP Services required, other related experiences may be approved by the hiring manager as qualifying.

12. Must have proficient computer/PC skills, experience with ACSC and LMS required.

13. Must be proficient in Microsoft Office Suite.

14. Must have excellent customer service skills.

Language Skills and Reasoning Ability:

7. Must possess excellent communication and interpersonal skills to communicate and interact effectively with guests, employees, all levels of management and other departments.

8. Must have excellent aural abilities.

9. Ability to write routine correspondence and speak effectively to the public, employees and customers.

10. Ability to define problems, collect data, establish facts and draw valid conclusions.

11. Must have the ability to deal effectively and interact well with the customers and employees.

12. Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.

Physical Requirements and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee 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 moderately loud. When on the casino floor, the noise levels increase to loud. Must be able to work in an environment where smoking is permitted.

7. Adequate manual dexterity to operate office equipment.

8. Light lifting required.

9. Occasional travel.

10. Must be able to effectively understand and communicate with guests and employees.

11. Must be able to stand, walk, and move through all areas of the casino/hotel.

12. Maintain physical stamina and proper mental attitude to work under pressure in a fast-paced, casino environment and effectively deal with customers, management, employees, and members of the business community in all situations.

Salary Starting Rate:

$19.84

Compensation is negotiable based on experience and education.
 

Each position has varying minimum qualifications. In the absence of fully qualified candidates, some requirements may be waived.