VIP Casino Marketing Supervisor - MGM Grand

PRIMARY PURPOSE:

It is the primary responsibility of the Supervisor Casino VIP Services to facilitate the daily operation of the Casino Services department and provide additional support as required to the VIP services team. Specific functions and responsibilities include providing leadership direction, motivation, training, and enthusiasm for the Casino VIP services team to drive excellence in guest satisfaction. All duties are to be performed in accordance with departmental and company policies, practices, and procedures.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Provide support to Casino Marketing Operations and Executives to drive optimal customer experience and team alignment. Supervise and drive the casino customer experience by ensuring resolution of all guest inquiries and concerns, including resolution of escalated and complex inquiries, questions, and challenges from internal and external clients.
• Produce various reports, analysis, and recommendations to guide the Casino Marketing leadership teams. Actively manages all casino rooms/suites/luxury suite product and maintains constant communication with Revenue Management to lead decisions on forecasting casino rooms and inventory control.
• Provide information, support, and personalized service to all hotel services, entertainment options, local attractions and activities to promptly respond to casino guest or executive inquiries utilizing a "one call resolution" mentality.
• Maintains constant communication with Hotel front desk operations, VIP services, M Life team, and other departments as needed to maintain aligned and superior guest service.
• Facilitate all Casino Marketing Revisions and Traces for the team, and all event posting and outside show reservations; Research and resolve casino skilled accounts and express comp exceptions.
• Input room reservations and creation of guest itineraries for all Casino Guests and Hotel Executives as requested to include Limo, Dining, Show, Events, Golf, and other special requests as required; Posts high end complimentaries to guest comp revenue accounts such as Aviation charges and billback tickets to these events to ensure accounts are aligned with gaming activity.
• Order supplies for the department as necessary.
• Perform other jobrelated duties as requested.

MINIMUM REQUIREMENTS:

• High School Diploma, GED or equivalent
• 2+ years of prior relevant experience of front desk, VIP Services, Casino Marketing, or high-volume customer service experience