VIP Services Supervisor

Job Description

Job Description

Summary:

The VIP Services Supervisor will be responsible for overseeing the daily operations of the VIP Service team. You will be reporting to VIP Services Manager. As the VIP Services Supervisor you will demonstrate and exemplify Jamul Casino Resort’s mission and values by embodying the acronym F.I.R.S.T. (Fun, Integrity, Respect, Service, Team).

Essential Duties and Responsibilities 

The following and other duties may be assigned as necessary: 

• Supervise, train, and motivate the VIP Services team to deliver consistent, high-quality service to all VIP guests. 

• Monitor team performance and provide coaching, feedback, and recognition to promote professional growth. 

• Serve as the main point of contact for escalated guest issues, ensuring timely and satisfactory resolution. 

• Coordinate with Player Development leadership and Casino Hosts to implement VIP strategies and service initiatives. 

• Build and maintain lasting relationships with high-value guests to enhance loyalty and drive repeat visits. 

• Actively engage and greet guests throughout the property, ensuring a welcoming and attentive experience. 

• Oversees hospitality arrangements for VIP guests, including hotel, dining, entertainment, and transportation. 

• Make strategic decisions regarding comps and offers based on player value, tracked play, and operational guidelines 

• Assist in identifying, qualifying, and converting new high-potential players. 

• Lead the planning and execution of VIP events, ensuring all logistics and guest needs are handled with precision. 

• Collaborate with internal departments to ensure seamless service delivery for VIP events and activations. 

• Stay informed of casino promotions, events, amenities, and Sweetwater Rewards to communicate effectively with guests. 

• Utilize mobile devices and guest tracking systems to respond promptly to player alerts and real-time needs. 

• Maintain accurate records of guest interactions and service requests. 

• Ensure compliance with all gaming regulations, internal controls, and company policies. 

• Maintain confidentiality of sensitive guest information at all times. 

• Other tasks and responsibilities may be assigned 

Requirements 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Must be at least 21 years of age. 

• High school diploma or equivalent; college degree preferred. 

• Minimum of 3 years of experience in VIP Services, Casino Host, Hospitality, or Player Development. 

• Prior supervisory or team leadership experience is strongly preferred. 

• Strong knowledge of casino operations, comps, and player loyalty programs. 

• Exceptional interpersonal and communication skills; able to build rapport with diverse guest demographics. 

• Confident decision-maker with excellent problem-solving abilities. 

• Ability to multitask and manage priorities in a fast-paced, high-pressure environment. 

• Tech-savvy with the ability to navigate guest tracking systems and mobile tools. 

• Detail-oriented and highly organized. 

• Must be available to work nights, weekends, and holidays as needed, based on guest demand and event schedules 

Language Skills 

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required. 

Mathematical Skills   

Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals. Ability to perform these operations using units of American money and weight measurement, volume, and distance.  Must be able to efficiently and accurately count money and gaming chips and make a change. Possess the ability to operate an adding machine and have basic computer skills.  

Reasoning Ability 

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. 

Certificates, Licenses, Registrations 

Team members must be able to qualify for licenses and permits required by federal, state, and local regulations. 

Include the following as appropriate to the job role:  

• Ability to earn and maintain a Gaming license 

• TIPS Alcohol Training (Required for designated guest-service positions) 

Physical Demands  

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job.  

While performing the duties of this job, the team member is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The team member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision. 

The team member must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces. 

Work Environment 

The work environment characteristics described here are representative of those team member encounters while performing the essential functions of this job.   

• Frequently required to stand, walk, reach, bend, and communicate with guests in a dynamic casino environment. 

• Must be able to lift and/or move up to 25 lbs. regularly, 50 lbs. frequently, and 75 lbs. occasionally 

• Work involves exposure to loud noise and secondhand smoke. 

• Must maintain a professional and polished appearance in accordance with company standards.