Lead VIP

The Lead VIP reports directly to VIP Management and plays a critical role in overseeing daily VIP operations while supporting the VIP team in delivering exceptional guest service. This leadership position serves as a primary point of contact for both guests and Team Members, ensuring seamless operations, adherence to established procedures, and prompt, personalized responses to guest needs.

The VIP Lead sets the standard for hospitality excellence, fosters a culture of service, and ensures operational consistency across all guest touchpoints. This role requires strong communication, organizational, and leadership skills to maintain a high level of guest satisfaction and team performance.

Job Summary:

The Lead VIP reports directly to VIP Management and plays a critical role in overseeing daily VIP operations while supporting the VIP team in delivering exceptional guest service. This leadership position serves as a primary point of contact for both guests and Team Members, ensuring seamless operations, adherence to established procedures, and prompt, personalized responses to guest needs. The VIP Lead sets the standard for hospitality excellence, fosters a culture of service, and ensures operational consistency across all guest touchpoints. This role requires strong communication, organizational, and leadership skills to maintain a high level of guest satisfaction and team performance.

Essential Functions & Responsibilities:

Act as a role model by answering questions, resolving disputes, adhering to guest requests, and managing a team of VIP Representatives.

Provide a positive and professional work environment that fosters collaboration, accountability, and continuous improvement.

Display a high level of professionalism, attention to detail, and a strong commitment to maintaining outstanding relationships with all departments and third-party vendors.

Facilitate ordering and inventory of supplies for the VIP Lounge to ensure readiness and guest satisfaction.

Think independently and use problem-solving skills to assist employees with various forms of resolution.

Assist Casino Hosts, Players Club, Box Office, and other departments with guest-related information and coordination.

Notify Management of any suspicious or unusual activity and/or transactions in a timely and responsible manner.

Must be open to receiving and providing constructive feedback as part of a commitment to continuous improvement.

Supervise VIP Representatives to ensure all guest service procedures are carried out accurately and with care.

Assist with day-to-day operations in the VIP Lounge, maintaining a high standard of hospitality.

Run and analyze daily house count and VIP reports to anticipate occupancy flow and special service needs.

Act as the first point of contact for service recovery and guest-related concerns during peak hours.

Coordinate with all departments to enhance the overall guest experience.

Process and authorize guest comps according to property guidelines, ensuring accuracy and consistency.

Prepare pre-registration rooms and verify all necessary steps are completed prior to guest arrival.

Provide ongoing coaching and mentorship to team members and lead training sessions on systems, policies, and hospitality standards.

Support department leadership in drafting and maintaining Standard Operating Procedures and ensure team compliance.

Deliver daily activity summaries to management, communicating important operational details.

Uphold the appearance, organization, and efficiency of the VIP Lounge and front desk areas.

Identify service gaps and suggest improvements to elevate the guest experience and team performance.

Ensure team members maintain proper professional standards, including uniform and grooming guidelines.

Other duties as assigned. Perform other job duties as requested.

Required Qualifications:

High school diploma or equivalent required.

Minimum 3-5 years' experience at the Front Desk with demonstrated ability to oversee the function, including at least 1-3 years in a VIP services.

Demonstrated ability to work across multiple areas (e.g., Front Desk, VIP Lounge) with consistency and professionalism.

Advanced knowledge of property management systems (LMS preferred), reservation tools, rack balancing, and guest comp processing.

Demonstrated leadership skills with experience mentoring staff, writing and implementing SOPs, and ensuring procedural compliance.

Proven ability to run house count reports, VIP lists, and pre-registration audits to support occupancy planning and premium guest services.

Excellent verbal and written communication skills; able to document shift notes, escalate issues, and train team members clearly.

Professional presence and accountability in guest-facing interactions, with a history of leading service recovery efforts calmly and effectively.

Ability to collaborate across departments (Housekeeping, Concierge, Maintenance, Security) to coordinate room readiness and service delivery.

High level of attention to detail, especially in billing accuracy, guest requests, and appearance standards.

Commitment to uphold uniform policies, grooming standards, and ensure staff compliance with dress code and name tag requirements.

Physical Demands & Work Environment:

Work is performed in a lounge and office setting.

Must be tolerant to varying conditions of noise level, temperature, illumination, and air quality.

May be exposed to smoke.

The noise level in the work environment is usually moderate to loud.

Constant contact with executives, department management, team members, and guests.

Prolonged sitting or standing and mobility.

Balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, repetitive motions Lift, carry, push, pull or otherwise move objects and/or move up to 25 pounds occasionally.

Eye/hand coordination.

Use of standard office equipment.

Ability to distinguish letters, numbers, and symbols.

May be required to work evening, weekends and holiday shifts.

Equal Opportunity Employer:

Palms provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Palms, its affiliates and subsidiaries will make reasonable accommodations in compliance with applicable law.

We are committed to making a work environment where the growth and well-being of our team members is the top priority. Join our team today!