VIP SERVICES - ASSISTANT MANAGER - Seminole Gaming

Overview

About Seminole Hard Rock Hotel & Casino Hollywood

Seminole Hard Rock Hotel & Casino Hollywood is the flagship casino resort of Hard Rock International, owned by the Seminole Tribe of Florida. This world-renowned entertainment, gaming and hospitality destination unveiled a $1.5 billion expansion on Oct. 24, 2019.  New offerings include 638 upscale guestrooms in the first-ever Guitar Hotel, 168 luxury guestrooms and unique swim-up suites in the adjacent Oasis Tower at Seminole Hard Rock Hotel & Casino Hollywood, and 465 newly redesigned guestrooms in Hard Rock Hotel for a combined room count of 1,271 throughout the resort. Additional  amenities include the lush, “Bora Bora” style lagoon with private cabanas and butler service; a 42,000 square-foot Rock Spa® & Salon; a 13.5-acre recreational water experience for swimming, kayaking and paddle boarding; 19 dining outlets and 20 bars and lounges; an expansive gaming floor with 3,100 slots, 195 table games and a 45-table poker room; 120,000 square feet of premier meeting and convention space including a 38,000 square-foot, carpeted exhibition hall; and a 26,000 square-foot retail promenade. The highly anticipated Hard Rock Live entertainment venue with a 7,000-person capacity, will showcase A-list entertainers, comedy acts, Broadway performances, sporting events and live broadcast productions. The integrated resort is located on 87 acres of the Hollywood Seminole Reservation along State Road 7 (U.S. Highway 441), and is 10 minutes from Fort Lauderdale/Hollywood International Airport and 30 minutes from downtown Miami and Miami International Airport. For more information, visit us online at www.seminolehardrockhollywood.com, call 800-937-0010 or follow us: Facebook: SeminoleHardRockHollywood, Twitter: @HardRockHolly, Instagram: @HardRockHolly.

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! 

Responsibilities

Under the direction of the Manager – VIP Services & Asst. VIP Services Manager 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 VIP Manager acts on her/his behalf.

Essential Duties and Responsibilities:

• 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.
• Adhere to the highest levels of guest service and ensure staff does same.
• Assists in ordering, payroll, scheduling and other miscellaneous administrative responsibilities, as needed.
• Complete time and attendance records on a daily/weekly basis.
• In absence of VIP Manager, acts on her/his behalf.
• Oversees daily work assignments of VIP Front Desk staff & VIP Services Agents
• Ensure the day to day satisfaction of each high end guest by providing exceptional guest service that differentiates us from the competition.
• Performs detailed guest room inspections to identify repair/improvement needs.
• Work closely with Butlers with VIP guests and guest requests.
• Create VIP reports daily based on VIP arrivals.
• Meet and greet guests upon arrivals and departures, and as they enter assigned high end area.
• Performs duties of VIP Representative when necessary & other duties as assigned.
• 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.)
• Investigates and resolves guest situations such as reservation errors or lost personal belongings.
• Responsible for quality, consistency, and presentation of all products delivered to guests.
• Develop department members’ knowledge and skills through education, training, coaching, corrective counseling, etc.
• Conduct personal behavior and select, train, coach, counsel, appraise and retain direct reports who consistently perform actions and behaviors that reinforce the Company’s Mission and Values of Communication, Integrity, Fun, Respect, Accountability, Passion and Dedication
• 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.
• 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.
• Review and establish, together with the Manager of VIP Services, appropriate amenities for VIP guests.
• 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.
• Ensure prompt and discreet notification to appropriate management and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
• Promotes positive guest/employee relations.

Qualifications

High School Diploma or equivalent and at least five (5) years of total Guest service  or VIP services experience required, or an equivalent combination of education and experience. Bachelor’s degree in Hospitality Management is preferred. Must have proficient knowledge of MS Office software programs such as Excel, Word and Outlook.

• 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, specific to position duties and responsibilities.

Closing:

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.

As part of Seminole Gaming’s employment process, final candidates will be required to obtain gaming licensure by completing a background check with Seminole Gaming Compliance and Regulations, prior to an offer being extended. These background checks may include, but are not limited to:

• Credit Check
• Criminal Background Check
• Drug Screen    

DisclaimerWhile 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).