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Mgr VIP

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

Job Profile Title:	Mgr VIP
Job Code:	19893
Profile Title:	19893 Mgr VIP
Grade / Band:	L1
FLSA Status:	Exempt
The Casino VIP Services Manager is responsible for overseeing the daily operations of the Casino VIP Services team. This individual will manage the Casino VIP Services Supervisors and Casino VIP Services Coordinators. The Manager must be able to lead and motivate employees to ensure exceptional service is provided. Must model S.H.O.W Service Basics in all aspects of business and be knowledgeable and able to effectively communicate and lead all initiatives that ensure a successful operation. All duties are to be performed in accordance with departmental and MGM Resorts International policies, practices and procedures.

Principal Duties & Responsibilities
Oversees daily operations of the Supervisors and Coordinators to include assisting with implementation and maintenance of operational procedures for quality and quantity standards to ensure excellent service to every guest.
Identifies and resolves inefficiencies/concerns that effect the Casino VIP Services operation. Execute all payroll and time keeping forms for agents in the Casino Marketing Department.
Oversees performances of staff: interviews, hires, trains, develops, counsels and evaluates as necessary.
Constantly monitor staff performance in all phases of service and job functions, rectify any deficiencies with respective personnel. Provide feedback to staff on their performance. Address disciplinary concerns, counsel and mentor employees.
Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
Research data and trends, recommends courses of actions to reduce cost and maximize casino revenue. Keeps abreast of current advances and practices in the Hotel/Casino Industry.

Required for All Jobs
Performs other job-related duties as requested
Proof of eligibility to work in the United States

Work Experience
Experience	Experience Details	Required/ Preferred
2+ Years of Prior Relevant Experience		Required

Additional Requirements
Details	Required/ 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

Knowledge, Skills and Abilities
KSAs
Ability to be a strong leader and role model.
Excellent customer service skills.
Interpersonal skills to deal effectively with all business contacts.
Professional appearance and demeanor.
Ability to function well under pressure, manage multiple priorities and meet established deadlines.
Must possess mature personal discretion and sound judgment.
Excellent organizational, analytical and project management skills, with particular attention to quality and detail.
Ability to work varied shifts, including weekends and holidays.
Strong working knowledge of Microsoft Office, the Internet, and Property Management systems.
Excellent problem solving, communication, and telephone etiquette skills.

Physical Requirements
A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical Requirement	N/A	Rarely	Occasionally	Frequently	Constantly	Weight/ w.p.m.
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

Work Environment
While performing the duties of this job, the associate is required to work within the selected work environments.
Work Environment	N/A	Rarely	Occasionally	Frequently	Constantly
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

Mental Requirements
While performing the duties of this job, the associate is required to work within the selected mental requirements.
Mental Requirement	N/A	Rarely	Occasionally	Frequently	Constantly
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