VIP Supervisor
3 days ago
Bucharest, Bucureşti, Romania
Arrise
Full time
Description
Position at ARRISE
Role Description:
The VIP Supervisor ensures smooth, high-quality operations within the VIP gaming environment by managing staff, supporting VIP player needs, and maintaining service excellence. Working closely with Shift Managers and cross-functional teams, the role upholds operational standards, regulatory compliance, and a customer-focused approach while fostering team development and performance.
Responsibilities:
- Collaborate with the Shift Manager on duty to address immediate staff difficulties and ensure efficient operations.
- Coordinate operations and activities within and between departments, working closely with other Floor Supervisors.
- Handle VIP player's special requests and ensure smooth procedures throughout the process, provide support and guidance to customers and Studio staff when needed.
- Responsible for opening and closing tables according to the rotation schedule and customer requests.
- Maintain regular communication with Studio Management, reporting issues, customer feedback, and suggestions for improvement, including daily KPI reporting.
- Conduct training and mentoring for new dealers to maintain professionalism and adherence to protocols within the "Private Blackjack" studio.
- Create and adjust daily shift rotations for staff.
- Ensure the VIP Game Presenters' Lounge area is always in good condition.
- Enforce safety, sanitation, and internal regulations to maintain a safe and secure gaming environment.
- Monitor operational quality and safety, addressing any irregularities promptly.
- Conduct regular inspections of studios, equipment, and decor.
- Observe and monitor dealer rotations, attitudes, and appearance before entering the studio.
- Assist the Shift Manager on duty in solving studio incidents and meeting operational targets.
- Minimum of 1 year of experience within the Gambling industry.
- Proven track record in a supervisory role within a high-volume gaming or casino environment, demonstrating strong team management capabilities and the ability to oversee operational activities effectively is mandatory.
- Exceptional fluency in English, both verbal and written, with the ability to communicate clearly and professionally with staff and VIP players.
- Proficiency in using computer systems and software relevant to gaming operations. (Microsoft Office, Windows, Remote Desktop, Teams Ecosystem, VNC).
- Outstanding organizational skills, with a keen attention to detail and the ability to coordinate multiple tasks efficiently in a fast-paced setting.
- Strong problem-solving abilities and a proactive approach to resolving operational challenges and addressing customer concerns.
- Customer support skills and product development/testing is mandatory.
- Customer-centric mindset with a commitment to delivering exceptional service and personalized experiences for VIP players.
- The ability to manage unforeseen circumstances, while delivering top-quality support to customers and team members with excellence and professionalism.
- Thorough understanding of gaming procedures, regulations, and compliance standards to ensure a secure and compliant gaming environment.
- Flexibility to work varying shifts, including evenings, weekends, and holidays, as required by the operational needs of the casino.
- Effective mentoring and coaching skills to support and develop team members in their roles.
- Demonstrated ability to collaborate effectively with cross-functional teams and stakeholders to achieve operational goals.
- Strong interpersonal skills, including the ability to build connections with VIP players and handle interactions with professionalism and diplomacy.
- CV must be submitted in English.
