Circa - Hotel - VIP Services Supervisor

Circa Resort & Casino / the D Las Vegas – Hotel – VIP Supervisor

JOB SUMMARY:

As the VIP Supervisor at Circa Resort & Casino, you will lead a dynamic VIP Service Team in delivering exceptional guest experiences for our most notable clientele, including casino players, high-net-worth individuals, celebrities, and corporate business partners. You will oversee daily operations, ensure adherence to service standards, and act as the primary liaison between the VIP Service Team, Casino Hosts, and Executive Leadership. Your leadership will ensure the seamless execution of personalized services that reflect our commitment to providing each guest with The Time of Their Life.

 ESSENTIAL JOB FUNCTIONS:

• Supervise the day-to-day operations of the VIP Service Team to ensure consistent delivery of exceptional guest experiences.
• Mentor, coach, and provide feedback to VIP Service Representatives, fostering a culture of excellence and accountability.
• Serve as the primary point of escalation for complex guest concerns, ensuring timely and effective resolution while maintaining the highest level of discretion and professionalism.
• Oversee and ensure the accurate processing of room reservations, transportation arrangements, and special amenity requests.
• Conduct regular performance reviews with team members and implement action plans for continuous improvement.
• Collaborate closely with Casino Hosts, Front Office, and other departments to coordinate and deliver seamless services for VIP Guests.
• Monitor and evaluate guest feedback, identifying trends and opportunities for service enhancement.
• Maintain an in-depth understanding of property events, casino promotions, and operational changes to ensure the team is well-informed and prepared.
• Develop and implement standard operating procedures (SOPs) for the VIP Service Team, ensuring alignment with company standards.
• Oversee VIP guest folio reviews with the team and Casino Hosts to guarantee accurate billing and reconciliation.
• Ensure strict adherence to confidentiality and guest privacy protocols.
• Represent VIP Services in departmental and cross-functional meetings as needed.
• Additional duties, temporary or permanent, as may be assigned by management.
     

EDUCATION AND/OR EXPERIENCE:

• High school diploma or GED required; a bachelor's degree in Hospitality, Business Administration, or a related field is preferred.
• Minimum 3–5 years of hospitality or VIP service experience, with at least 1–2 years in a supervisory or leadership role.
• Proficiency in Microsoft Office programs and Oracle’s Opera PMS required.
• Prior experience working in a luxury hotel, resort, or casino environment strongly preferred.
   

KNOWLEDGE, SKILLS, AND ABILITIES:

• Proven ability to manage and lead teams in a high-pressure, fast-paced environment.
• Strong interpersonal and communication skills with the ability to build and maintain relationships with high-profile clientele.
• Exceptional problem-solving and decision-making abilities.
• High attention to detail and a commitment to delivering superior guest service.
• Flexibility to adapt to changing priorities and operational demands.
• Demonstrated ability to maintain discretion and confidentiality with sensitive information.

PHYSICAL, MENTAL, AND WORK ENVIRONMENT:

• Ability to work on your feet for extended periods, including walking, standing, and occasional lifting.
• Must possess normal, corrective vision, including the ability to see color and distinguish letters, numbers, and symbols.
• Availability to work flexible hours, including nights, weekends, and holidays, based on operational needs.

DISCLAIMER:

This is not necessarily an exhaustive list of all responsibilities, skills, duties, or working conditions associated with the job. While this is intended to be an accurate reflection of the current role, management reserves the right to revise or assign other tasks as needed to meet operational requirements.