Mgr VIP

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Profile Title:

Mgr VIP

Job Code:

19893

Business_Title

VIP Lounge Manager

Profile Title:

19893 Mgr VIP

Grade / Band:

L1

FLSA Status:

Exempt

The VIP Lounge Manager is responsible for leading the day-to-day operations of the VIP Lounge, delivering exceptional guest service, maintaining operational standards, and ensuring a seamless and personalized VIP experience. This role leads the lounge team through effective scheduling, coaching, performance management, and development while fostering a collaborative, service-focused culture. The Manager proactively addresses guest needs, resolves service opportunities, and ensures the team consistently delivers experiences that exceed expectations and builds guest loyalty.

Assume operational responsibility for the department in the absence of the VIP Ops Manager making informed decisions to ensure continuity of operations, achievement of departmental goals, and delivery of premium VIP service.

Lead the day-to-day operations of the VIP Lounge, ensuring service standards, operational procedures, and guest experience expectations are consistently executed.

Lead, coach, develop, and evaluate VIP Lounge team members through onboarding, training, performance management, employee engagement, and ongoing development.

Support hiring, onboarding, training, and succession planning for the VIP Lounge team in alignment with Company standards and diversity commitments.

Address guest needs and service opportunities within the VIP Lounge, resolving concerns promptly and professionally and escalating complex or sensitive matters to the VIP Operations Manager as appropriate.

Monitor daily service delivery, guest feedback, staffing levels, and operational performance; identify opportunities to improve efficiency, service consistency, and the overall guest experience.

Ensure compliance with Company policies, gaming and regulatory requirements, and departmental standards, including cash handling, billing, payroll, attendance, and internal controls.

Manage daily lounge staffing, scheduling, payroll administration, inventory, and operating supplies within established departmental guidelines and business objectives.

Partner with the VIP Operations Manager and cross-functional departments, including Marketing, Hotel Operations, and Casino Operations, to support VIP events and deliver seamless guest experiences.

Performs other job-related duties as requested

Proof of eligibility to work in the United States

Bachelor's Degree

Preferred

2+ Years of Prior Relevant Experience

Relevant experience

Required

3+ Years of Prior Relevant Experience

VIP Services, Front Desk, and/or Concierge experience

Preferred

1+ Years of Prior Relevant Experience

Hotel Operations supervisory/managerial experience

Preferred

Hotel or casino marketing experience including at least (1) year supervising or leading a team.

Preferred

Bilingual, English as the primary language.

Preferred

Previous experience working for a similar resort.

Preferred

Able to effectively communicate in English, in both written and verbal forms

Able to lead and mentor a team

Ability to make sound decisions immediately without supervision

Ability to work under pressure

Ability to read and write proficiently to evaluate reports, correspondence and statistical information

Perception and awareness of individual needs and the ability to handle all situations calmly and professionally

Ability to multi-task and work well in a fast paced, team-oriented environment

Proficiency of computer software to include Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e. telephone, copier, fax machine

Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detail

Effective listening abilities with strong judgment skills

Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts

Maintain a professional, neat and well-groomed appearance adhering to company standards

Balancing

X

Bending

X

Carrying 10 pounds

X

Clear speech - simple

X

Clear speech - complex

X

Climbing

X

Distant vision

X

Driving

X

Flexibility - upper body

X

Flexibility - lower body

X

Hearing/Listening

X

Kneeling

X

Lifting 10 pounds

X

Near vision

X

Normal vision

X

Pushing/Pulling

X

Reaching

X

Sitting

X

Standing

X

Typing

X

Walking

X

Communication - verbal

X

Communication - written

X

Confined area

X

Contacts - works alone

X

Contacts - works around others

X

Contacts - works with others

X

Exposure to dust / dirt

X

Exposure to fumes / odors

X

Extreme cold

X

Extreme heat

X

Fast pace

X

Hazardous conditions - chemicals

X

Hazardous conditions - high structures

X

Hazardous conditions - high voltage

X

Indoors

X

Noise levels - low to moderate

X

Noise levels - high

X

Office conditions

X

Outdoors

X

Restricted area

X

Shifts

X

Smoke

X

Travel

X

Wet/Humid

X

Analytical

X

Clerical

X

Comprehension

X

Crisis incidents

X

Customer service

X

Decision making

X

High pressure

X

Judgment

X

Long hours

X

Math skills - advance

X

Math skills - basic

X

Organization

X

Reading - simple

X

Reading - complex

X

Repetition

X

Tight deadlines

X

Writing - simple

X

Writing - complex

X