Job Summary:

The purpose of this position is to grow and develop the VIP Hospitality program through exceptional guest service and achieving set service goals. Manage implementation of a service plan in order to achieve loyality and build relationships with our VIP guests.

Qualifications:

• Proven track record in growing, developing and increasing the profitability of high-end customers. 
• College degree in Marketing, Business Administration or related field preferred.  
• Must possess excellent communications skills, particularly those skills needed to resolve complaints from dissatisfied and upset guests. 
• Must be able to manage multiple objectives and tasks simultaneously, and be able to continually assess and re-set priorities.
• Must be able to get along with co-workers and work as a team. 
• Must present a well-groomed and professional appearance. 
• Must be able to work any day of the week and any shift.

Essential Job Functions:

• Directs and coordinates the day-to-day activities of the Marketing Operations Coordinator, VIP Coordinators and VIP transportation department.
• Handles escalated VIP guest issues while on property.
• Prepares weekly schedule to ensure appropriate staffing levels and coverage are maintained.
• Provide regular feedback and coaching.
• Hires and manages staff for the VIP Hospitality team.
• Collaborates with other departments to service VIP guests while on property.
• Ensures that we are providing best-in-class service while VIP guests are on property as well as innovating operational improvements to accomplish this goal.
• Develops personal relationships and manages staff to also develop personal relationships with premium players in both tables and slots, in all domestic markets and with sister properties within the Brand.
• Manage the hotel shuttle route and coordinate with the transportation drivers to ensure that all pick up and drop off times are covered.
• Make adjustments to shuttle route depending on guest demand.
• Coordinate VIP transportation through scheduling, which may include airport pick up and drop offs, hotel runs, and other VIP transporation needs.
• Work closely with the Executive and Inside Sales host teams to ensure that transportation is covered for their guests where needed.
• Adheres to all department and company policies and procedures. 
• Performs all related duties as assigned by the Assistant Marketing Operations Manager.
• Delegates assignments to the most appropriate person by analyzing the requirements of the task and relating those to the capabilities of employees in order to accomplish tasks on time and within budget. 
• Meets individually with employees to discuss career goals, identifies skills needed to achieve goals and develops action plans to satisfy both. 
• Assists employees through development process by following-up on a regular basis and holding employees accountable to plan. 
• Cross-trains employees and prepares employees for next career opportunity.

• Conducts Performance Reviews
• Makes or recommends wage increases
• Makes or recommends promotions
• Provides for safety and security
• Handles employees' complaints or grievances
• Recommends disciplinary action or disciplines employees
• Supervises and monitors work
• Monitors legal compliance with federal, state, and gaming laws

Physical, Mental & Environmental Demands:

• Must be able to maneuver in and around the entire casino and hotel area, particularly the gaming areas. 
• Must be able to respond calmly in crisis and demanding situations, particularly when situations involve customer or employee conflicts. 
• Must be able to speak, read, write and understand English. 
• Must be able to respond to visual and aural cues. 
• Must be able to work in a smoke-filled environment. 
• Must be able to converse over the telephone in situations where there is loud and disruptive background noise.

TO APPLY FOR THIS POSITION VISIT OUR WEBSITE: https://harrahsnorcal.prismhr-hire.com/

Harrah’s reserves the right to make changes to this job description whenever necessary.  It is our policy to provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Preference is given to qualified Buena Vista Me-Wuk tribal members and members of other federally recognized tribes

JOB CODE: 107-24