• MANAGER - VIP SERVICES

    Job Location(s) US-FL-Hollywood
    Requisition ID
    2018-21867
    Seminole Property
    Seminole Hard Rock Hotel and Casino Hollywood
    Category
    Hotel Operations
    Shift
    Varies
    Position Type
    Full Time
  • Overview

    pool - HWHR (smaller)

     

    Seminole Hard Rock Hotel & Casino in Hollywood, Florida, located minutes from Fort Lauderdale's world-famous beach, features a AAA Four Diamond resort with 469 luxury rooms and suites, over 100 tables, 2000 slot machines, award-winning restaurants, high-energy nightlife, a lagoon-style pool and Beach Club, a Hard Rock-inspired spa, and premium meeting and convention space. The property is currently undergoing a $1.5 million expansion. When the development is complete in mid-2019, Seminole Hard Rock will be home to an iconic guitar hotel tower that will include a Hard Rock Casino, nearly doubling its current size with 3,267 slot machines, 178 table games plus a new 18,000-square-foot poker room. The existing Hard Rock Live arena will be razed in March 2018, and replaced with a state-of-the-art 7,000-seat Hard Rock Live venue in a theater-style configuration. For more information please visit https://www.seminolehardrockhollywood.com.

    Responsibilities

    Under the direction of the VP of Operations, the individual will coordinate the VIP Services team to ensure VIP guests receive exceptional personalized service. Specific functions include providing leadership, training, motivation, enthusiasm, direction and support while maintaining a team environment. The VIP Services Manager must be able to take ownership of situations and create new ideas, solutions to challenges and react to guest/team member’s requests, comments and complaints with a positive attitude, empathy, humility and passion. They are well organized and will lead the team by displaying integrity and accountability at all times.

     

    Essential Duties and Responsibilities:

     

    • Exhibit conduct in accordance with all Gaming Commission Regulations and Seminole Tribe of Florida departmental policies and procedures.
    • Manage daily operations of the Hard Rock VIP Services program.
    • Recruit, hire and train team members.
    • Assess VIP Service Representatives and Supervisors performance and provide feedback/action plan to ensure personal growth.
    • Coordinates all VIP Arrivals and Departures ensuring guests are greeted in a professional and friendly manner.
    • Oversees Private Aviation Arrivals and Departures ensuring guests receive proper VIP protocol.
    • Proficient in LMS and CMP.
    • Working knowledge of Respak and SharePoint/Limo bookings.
    • Able to assist Player Development, Marketing Executives and Casino Hosts when evaluating guest folios and comp dollars.
    • Oversee pre-arrival suite blocking and VIP rooms control to ensure VIP/Butler guests rooms are a priority and assigned in a timely manner.
    • Coordinates the logistics of VIP casino events to ensure all departments are informed, prepared and engaged with the schedule of events.
    • Interact with all departments to ensure excellent communication and guest service experiences.
    • Purchase specialty items for guests.
    • Respond to special requests of guests, as well as guest complaints and inquiries in a calm, prompt, courteous manner.
    • Communicates/tracks guest preferences to provide personalized service.
    • Work closely with Butler Manager to ensure open lines of communication and unison within the team. Coordinate with other casino and hotel staff to ensure each guest’s experience is memorable and all aspects of the guest visit are executed flawlessly.
    • Adhere to the highest levels of guest service by providing exceptional service that differentiates us from the competition.
    • Initiate and engage guests in conversation in a professional and friendly manner while maintaining confidentiality.
    • Update and manage all SOPs and VIP Services Manual.
    • Ensure standards and policies are adhere to.
    • Manage weekly schedule ensuring VIP Services coverage is based on business demands.
    • Conducts weekly meetings to inform, motivate and recognize VIP team members.
    • Order supplies as needed for department operations.
    • Monitors, budgets and controls costs.
    • Develop and initiate quarterly training programs to enhance guest experience.
    • Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate managers of concerns and observations.
    • Demonstrate actions and behaviors that reinforce the Company’s Mission and Values of Communication, Integrity, Fun, Respect, Accountability, Passion and Dedication.
    • Ensure prompt and discreet notification to managers and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
    • Performs all duties of a VIP Services representative and other duties as assigned.


    Qualifications

    High School Diploma or equivalent and a minimum of 5 years VIP Management Service experience. Must have knowledge of MS Office to include Word and Excel.

     

    Additional Requirements:

    • Ability to work flexible schedules, including nights, weekends and holidays if required.
    • Ability to deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
    • Commitment to routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
    • Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional demeanor.
    • Excellent communication (written and verbal), guest service and interpersonal skills.
    • Superior problem solving, initiative, follow through and multi-tasking skills.
    • Ability to maintain confidentiality.

     

    Work Environment:

    • While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.
    • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
    • The Casino environment is hectic, fast-paced and often crowded and noisy. May be exposed to casino related environmental factors including, but not limited to, second hand smoke, excessive noise and constant exposure to general public. 
    • Must be able to communicate effectively with guests in English, specific to position duties and responsibilities.

     

    Closing:

    The Tribal Council gives preference in all of its employment practices to Native Americans. First preference in hiring, training, promoting and in all other aspects of employment is given to members of the Seminole Tribe who meet the job requirements. Second preference is given to members of other federally recognized Native American Tribes who meet the job requirements.

    As part of Seminole Gaming’s employment process, final candidates will be required to obtain gaming licensure by completing a background check with Seminole Gaming Compliance and Regulations, prior to an offer being extended. These background checks may include, but are not limited to:

    • Credit Check
    • Criminal Background Check
    • Drug Screen    

     

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    Disclaimer
    While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

     

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