VIP Services Manager - Rotating Shifts

The Opportunity

The VIP Services Manager position is responsible for the successful direction, management, coordination, and strategic planning of VIP Services. Exceptional leadership and direction is provided to increase and generate profitability while maintaining the highest service level to our high value Guests using casino amenities, events, promotions and entertainment.

What You Get to Do

• Monitor and evaluate VIP Services team for operational effectiveness inclusive of all key performance indicators.
• Foster a climate where Guest satisfaction and player development is the number one priority.
• Develop innovative and creative services to meet or exceed the expectations of our VIP Guests.
• Serve as a role model for providing all phases of high-quality Guest service and ensure the delivery of service excellence to our Guests, team members, and other departments.
• Work closely with all departments to provide input and feedback, and continuously exchanging information throughout as necessary to ensure optimal Guest service.
• Execute and monitor strategic plans to achieve revenue and profitability.
• Provide leadership and direction for VIP Services team to ensure focus on the growth and profitability from the player database. Create a positive work environment.
• Effectively manage Guest relations, while exercising patience and resolve service issues or complaints timely and effectively.
• Guide Associates to accomplish efficient scheduling to ensure appropriate staffing levels according to business volumes (prepared for special events, holidays, anticipated volume).
• Mentor relationships with targeted players using contact strategy through acceptable communications.
• Provide continual supervision, assistance, support, and inter-departmental coordination to all team members and Guests as necessary to achieve operational and guest service expectations.
• Assist in the budget process for the department and providing recommendations, ensuring compliance to departmental budget initiatives.
• Communicate with players with up-to-date casino activities and invitations for events, promotions, entertainment, and property initiatives.
• Actively sell and promote the casino to explain and promote events, concerts, new games, marketing promotions, food promotions and other property initiatives of value to Guests. 
• Educate efficient methods to establish rapport and provide complimentary amenities, based upon specific casino guidelines for levels of play. 
• Provide guidance and knowledge of gaming operations/amenities, assisting each department with VIP guest service-related issues.
• Address Guest complaints or concerns finding resolution and communication to appropriate department.
• Direct and supervise special events though active participation in planning, organizing, and implementing.
• Maintain an approachable line of communication from Guests and Hosts to Executive Management by assumed feedback and findings on a regular basis.
• Effectively and efficiently manage VIP Check-in and VIP Lounge areas.
• Set goals, define objectives, and perform successful telemarketing campaigns.
• All other duties as assigned that are related to this role.

What We Look for In a Person

• Serves and develops others by building relationships.
• Fosters an inclusive workplace where inclusion and individual differences are valued.
• Collaborates across boundaries to achieve common goals.
• Aligns organizational objectives and practices with Mille Lacs Band traditions or interests as appropriate.
• Sets direction and influences others to translate vision into action.
• Demonstrates drive for continued personal and professional growth.

What We Offer You

• We have a fun, energetic personality and are adventurous, creative, and open minded.
• We strive to lead through our seven (7) values in all that we do. (Wisdom, Love, Respect, Truth, Humility, Bravery, and Honesty)
• Our foundation of Servant Leadership is a philosophy that embodies and fosters empowerment, decision-making and engagement across all levels of the organization.
• We are a career accelerant, which means developing our Associates is one of our main priorities.
• We provide a space for Associates and others to bring who they are to work and impart a sense of purpose.
• A variety of competitively priced health benefits and supplemental insurances, parental leave, 401k, tuition reimbursement, birthday, and anniversary gifts.

What Qualifies You

• Four (4) year degree in Marketing, Hospitality, or Business. Or a combination of education and experience of six (6) years preferred.
• Minimum of four (4) years casino gaming or entertainment related experience; including two (2) years supervisory experience required and two (2) year experience working with players club and players tracking program.
• Minimum of two (2) years’ experience effectively managing department budgets required.
• Two (2) years commissioned/retail sales skills experience highly preferred.
• Ability to utilize computer programs in Microsoft Word, Excel, and Outlook required and other property technologies.
• Required to have operational knowledge of the customer relationship software and the process of evaluating players, segmenting players, and building their profiles for increased personal touch when they are onsite.
• Prior hospitality and telemarketing experience is preferred.
• Must be able to secure license from Gaming Regulatory Authority (GRA).
• Responsible for following all relevant Detailed Gaming Regulations (DGR’s).
• Mille Lacs Band Member and American Indian preference will be exercised in the hiring process.

Physical Needs

• Talk and hear.
• See and adjust focus to include close, distance, depth, and peripheral vision.
• Stand, walk, run, sit, balance, stoop, kneel, climb, crouch, and/or crawl.
• Handle objects, tools, and controls; reach with arms and hands.
• Lift and/or move objects weighing up to fifty (50) pounds.