SUPERVISOR - VIP SERVICES

Overview

Whether you want to make your debut or go back on tour after a long hiatus, starting a career at Seminole Hard Rock Hotel & Casino Tampa can feel more like play than work. This expansive property is the premier entertainment destination of Central Florida & features high stakes table games along with thousands of the hottest slot machines. Owned & operated by the Seminole Tribe of Florida, this electrifying casino destination boasts rock star amenities at its AAA Four Diamond rated hotel ranging from seven award-winning Zagat-rated restaurants, a newly renovated Rock Spa® & Salon and VIP services galore.

Our Commitment to Service:

We don’t have customers, we have Guests. Unparalleled Service isn’t just a part of our mission statement at Seminole Gaming; it’s a commitment to each and every one of our current & future Guests. Our staff spends their time making sure that every single one of our guests gets the rock star treatment, but the Seminole Hard Rock family also rolls out the red carpet for our employees with competitive benefits & a great work environment.

Benefits & Perks:

We offer rockin' benefits that include Medical, Dental, Vision & Life Insurances, 401K, Paid time off, Annual Bonus Opportunity & much more! Please visit http://www.gotoworkhappy.com/benefits to see our full list of benefits! 

Appearance:

How we look & appear to each guest provides an important impression of our Company. Non-permitted guidelines include unnatural hair color, visibly explicit or offensive tattoos, facial tattoos, ear piercings that alter the shape and/or size of the ear, any visible body or facial piercings other than two (2) piercings per ear, facial hair longer than ½ inch in length or mustaches that extend past ¼ inch below the upper lip. Please note this list is not all-inclusive, as well as exceptions to these rules may apply for certain departments.

JOB DESCRIPTION

Responsibilities

Under the direction of the Manager – VIP Services assists in overseeing the VIP Services staff in offering exceptional personalized service to guests in our high end areas, as well as assists in directing a number of activities of other hotel and casino team members relating to high end guests. Provides a number of services, including concierge services and caters to a wide variety of requests from guests. Assists in coordinating services provided to high end guests and ensures flawless execution of such. In absence of Manager acts on her/his behalf.

Essential duties include, but are not limited to:

• Exhibit conduct in accordance with all Gaming Commission Regulations and Seminole Tribe of Florida departmental policies and procedures.
• Maintain highest levels of VIP Services by assisting in interviewing, selecting, training, employees, as needed.
• Ensure the day to day satisfaction of each high end guest by providing exceptional guest service that differentiates us from the competition.
• Create VIP reports daily based on VIP arrivals.
• Work closely with Butlers with VIP guests and guest requests.
• Meet and greet guests upon arrivals and departures, and as they enter assigned high end area.
• Coordinate and communicate with other casino and hotel staff to ensure each guest’s experience is memorable and all aspects of the guest visit are executed flawlessly (i.e. Room service, restaurants, housekeeping, high limit gaming areas, etc.
• Provide daily shift reports to VIP Services Manager.
• Assist VIP Manager for arriving guests – preregistering and checking suites, cutting room keys, preparing luggage tags for smooth arrivals.
• Initiate and engage guests in conversation in a professional and friendly manner while maintaining confidentiality. Approach guests regarding any needs or requests such as food or beverage.
• Provide concierge services such as making reservations for shows, dinner, outings, spa or suggesting suitable entertainment options.
• Respond to special requests of guests, as well as guest complaints and inquiries in a calm, prompt, courteous manner.
• Strive to provide the best and personalized service to each and every guest.
• Assists in ordering, payroll, scheduling and other miscellaneous administrative responsibilities, as needed.
• Complete time and attendance records on a daily/weekly basis.
• Reviews and coordinates updates for VIP Arrival/Departures throughout the property.
• Assists in the coordination of logistics with Manager of VIP Services for private Aviation arrivals and departures.
• Performs duties of VIP Representative when necessary.
• Adhere to the highest levels of guest service and ensure staff does same.
• Provide direction to Hotel Front Desk on dealing with VIP Casino block of rooms and all information regarding the Casino.
• Ensure proper communication between VIP Services and Casino Marketing, Sales & Catering, PR and Marketing and the executive offices.
• Ensure highest level of guest satisfaction by providing follow up calls to our guests.
• Review and establish, together with the Manager of VIP Services, appropriate amenities for VIP guests.
• In absence of VIP Manager, acts on her/his behalf.
• Demonstrate commitment to assisting in the development of Seminole Tribe members participating in the Tribal Career Development program and, when a Seminole Tribe member’s assignment falls within your direct area of responsibility, act as a personal mentor/career advisor to the Tribe Member and submit progress reports and information to the Director of Tribal Development.
• 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 other duties as assigned.

Qualifications

• High School Diploma or equivalent and two (2) years guest service and one (1) year VIP guest service experience in a hospitality environment, or an equivalent combination of education and experience. Associates degree in Hospitality Management or related field is preferred, along with supervisory experience. Must have knowledge of MS Office to include Word and Excel.  Knowledge of LMS or similar software is preferred.
• Ability to work flexible schedules, including nights, weekends and holidays is 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, follow through and multi-tasking skills.
• Ability to delegate and ensure proper follow through by staff.
• Ability to maintain confidentiality.
• Ability to read and understand all Seminole Tribe of Florida policies and procedures.
• Must be able to communicate effectively with guests, team members and management in English, specific to position duties and responsibilities.
• Must be able to complete standard Seminole Tribe of Florida forms and reports.

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, Chinese, & Mandarin specific to position duties and responsibilities.

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Native American Preference Policy:

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.

Employment Process:

Seminole Gaming’s employment process requires candidates to obtain gaming licensure by successfully completing a background check with Seminole Gaming Compliance and Regulations, prior to beginning employment. These background checks may include, but are not limited to:

• Credit Check
• Criminal Background Check
• Drug Screen

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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