POSITION OVERVIEW

The Director of VIP Services is responsible for creating unique and personalized experiences for the Resort’s VIP guests. This position will curate all the fine details to ensure a seamless arrival and departure experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following and other duties may be assigned as necessary:

• Create and maintain a work environment that promotes teamwork, performance, feedback, recognition, mutual respect, and Member satisfaction thus resulting in Member retention and profitability of the department
• Collaborate on creating VIP Services’ strategic plan to maximize productivity, profit, and overall guest/Member satisfaction
• Develop and maintain all processes and Standard Operating Procedures (SOPs) for the VIP Services department
• Responsible for leading, evaluating, and coaching Members to create world-class guest experiences with every interaction
• Responsible for the development and execution of all department initiatives, monitoring and managing KPIs and workflow effectiveness, and ensuring Members have adequate guidance and resources
• Ensure Members receive performance feedback on a regular basis and are recognized and praised for positive performance
• Ensure regular meetings are held with management and non-management Members to review department feedback
• Analyze and prepare all financial statements including forecasts, budgets, and monthly profit and loss statements for VIP Services
• Lead VIP Services team to take ownership of guest requests and coordinate with applicable departments to ensure prompt and courteous resolutions
• Collaborate and develop the arrival and departure experience that accounts for personalized and anticipatory service
• Create and maintain the food and beverage program for the VIP Lounge guest for morning, afternoon, and evening service
• Responsible for managing the needs, special requests, and concerns of VIP Guests
• Ensure Members have a strong adherence to the uniform, personal appearance, and hygiene standards
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary

QUALIFICATION 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• Bachelor’s Degree in business, Hospitality, Hotel, or related field and/or equivalent combination of education and experience
• Minimum of six (6) years of experience in Front Desk, VIP Registration, VIP Services, or Casino Services for a large-scale, luxury resort
• Proficient with HMS
• Extensive knowledge of Front Desk operations in a high-volume luxury hotel, gaming preferred
• Highly motivated and energetic personality with a strong commitment to excellence in hospitality
• Ability to maintain composure when working in busy and stressful situations
• Ability to manage, prioritize, and delegate multiple projects simultaneously in a fast-paced environment
• Ability to maintain the confidentiality of sensitive guest and company information
• Proficient in Microsoft application tools, including but not limited to Microsoft Word, PowerPoint, Excel, and Outlook
• Knowledge and deep understanding of all aspects of hotel operations, including revenue optimization, resort services, and back-of-house operations
• Extensive technical literacy, with a strong understanding of hospitality management programs and other hotel technology innovations (automation, smart rooms, etc.)
• Ability to effectively achieve business unit goals and objectives by implementing strategic and operational plans, budgets, and best practices; and monitoring and evaluating results
• Ability to actively influence and drive collaboration with individuals or groups at various levels within and outside of the organization
• Ability to provide leadership and direction contributing to the success of the organization through engaging, developing, and mentoring individuals and teams
• Demonstrated ability in maintaining consistent, high-quality service levels
• Strong leadership skills and the ability to organize effectively, delegate responsibility, solve problems quickly and communicate clearly
• Must be willing and able to work a flexible schedule to include nights, holidays, and weekends
• Work in a fast-paced, busy, and somewhat stressful environment

SUPERVISORY RESPONSIBILITIES

This position supervises all positions within the VIP Services department, including those within the VIP Lounge.

DIVERSITY COMMITMENT

Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Members. We believe our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be intentionally integrated into our work. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company. By promoting these values and continuously pushing for better, we aim to create a positive work environment that encourages equality, inclusion, empowerment, and respect.

CERTIFICATES, LICENSES, REGISTRATIONS

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

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.

REASONING ABILITY

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

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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

The 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 a Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Member could be exposed to an environment containing unrestricted secondhand tobacco smoke.

PAY TRANSPARENCY

Fontainebleau Las Vegas believes in developing and supporting our talent into the future. Our compensation program is designed to attract, motivate, and retain talented Members who are the driving force behind the Company's success. We strive to provide market-competitive compensation. Salary will be commensurate with experience and skill set, considering a candidate's qualifications, skills, competencies, and experience, as well as internal equity and market data alignment.

In alignment with our Company culture, we will strive to communicate openly about the goals of the Company and the design of the compensation program. The compensation process is designed to be fair and simple so that all Members and managers understand the Company's goals and future career development opportunities for upward mobility.

Equal Opportunity Employer Veterans/Disabled