Shift Manager VIP Services

Job description

Position Overview: The VIP Services Shift Manager is responsible for overseeing the daily performance of the departmental representatives. Position plays a key role in the communication with other operating departments to ensure all VIP guests have a seamless experience from pre-arrival to departure. Provides on property goods and services (i.e. Hotel room stays, dining, gift shop, etc.) Essential Functions: - Reviews and coordinates the departmental schedules to optimize the ability to maintain goals for call volume and times, and adjusts schedules as needed. - Prepares information for reporting purposes and other documentation to be distributed as required by the department manager. - Monitors the calls staff is responding to, both internally and externally. - Reviews agents daily to assure call quality and maintain our Guest Service standards. - Works with the VIP Services Manager to monitor and provide feedback relating to recordings with staff for coaching, counseling and commendation. - Maintains daily break schedule, and attendance records for the department staff. - Handles escalated calls that staff may not be able to resolve due to severity of issue. - Handles bookings fo...