The VIP Manager will lead the VIP Services program with the goal of delivering exceptional service to guests through unforgettable experiences at a restaurant, bar, and entertainment destination. This person will collaborate with venue leadership and operations in developing a strategic plan to maximize exposure, revenue, and overall guest satisfaction for the VIP Services program. Reports to General Manager.
This position includes base salary + commission.
Responsibilities include:
- Develop and grow the VIP Services program by establishing and maintaining positive working relationships with key stakeholders, including but not limited to VIP guests, influencers, casino hosts, hotel concierges, group sales departments, and industry contacts.
- Engage in networking activities, attend industry events, and build a personal network of high-profile relationships. Identify opportunities to enhance the VIP experience through partnerships, collaborations, and special offerings.
- Provide information about the venue’s offerings, including VIP services, bottle service, and special events. Promote and upsell VIP services, packages, and promotions to maximize VIP table sales and profitability.
- Proactively communicate with VIP guests through various channels, including phone calls, emails, and personalized invitations to special events. Maintain client information in reservation management system while facilitating reservation requests promptly and without error.
- Coordinate VIP services for high-profile VIP guests and clients creating personalized experiences. Collaborate with internal departments and vendors on creative development and advancement of events and special projects. Manage and clearly describe objectives regarding marketing, schedules, staffing and equipment needs to ensure success.
- Communicate and collaborate with venue operations for the flawless execution of guest experiences. Attend weekly meetings with operations management to review upcoming events for the week and attend staff pre-shift before events.
- Lead the VIP Services team in delivering exceptional service to guests through unforgettable experiences. Provide team with necessary training, including customer service, serving etiquette and new food and beverage offerings.
- Actively participate in attracting, selecting, and developing VIP Services team. Communicate performance expectations and deliver timely feedback.
- Develop and maintain process standards and SOPs for the VIP Services program to follow.
- Maintain high level of visibility throughout the facility and build guest loyalty by exceeding all expectations in service and dependability.
- Ensure consistent and positive guest service in all areas through continuous interaction and feedback requests. Continually seek improvements in operations and guest service standards through learnings and best-in-class industry trends and practices.
- Fulfill the hospitality, amenity and logistical requests for artists/musicians when in residence. Ensure maintenance of the artist/musician backstage greenroom space.
- Collaborate with venue leadership and sales and marketing teams on a strategic plan to maximize productivity, profit, and overall guest satisfaction for the VIP Services program.
- Maintain and meet all marketing requirements such as guest list, contact information forms, and social media outreach needs.
- Monitor VIP guest spending patterns and provide recommendations for personalized offerings and incentives.
- Provide weekly reporting of sales and reservation metrics and other ad-hoc reporting as needed.
- Perform other duties as assigned.
Requirements
Education
- High school diploma or equivalent required; college degree preferred
- Degree in hotel/restaurant management is desired; a combination of practical experience and education will be considered as an alternative
Experience
- 3+ years sales or VIP services experience preferred
- Experience in social media marketing preferred
Knowledge, Skills and Abilities
- Excellent interpersonal, written and verbal communication skills
- Superior planning and organization skills
- Passion for the hospitality and entertainment business
- Capable of creating fun in a fast-paced and stressful environment
- Ability to communicate assertively in non-aggressive, candid manner
Licenses / Certifications
- State Alcoholic Beverage Commission (ABC, TAM) Certification required
- State Food Handler Safety Card required
- Non-Gaming Sheriff’s Work Permit Card required upon hire
- Valid driver’s license with satisfactory driving record required
Location
Ole Red Las Vegas – Las Vegas, Nevada
Ryman Hospitality Properties
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