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Casino VIP Services Supervisor

Posted May 10, 2022

Palms Casino Resort
Las Vegas, NV
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About This Job

Manage all aspects of call center operations while they are supervising the representative’s performance, development and coaching as they sell rooms, suites, restaurants, shows, and amenities to guests that contact the centralized call center

Core Job Responsibilities

  • Support the Casino Services and Contact Center Agents in all aspects; resolve all agent/guest questions, answer telephones if calls are in queue.
  • Ensure customer service standards meet and exceed guest expectations. Daily pre-shift and clocking agents in and out.
  • Track all attendance, i.e. sick calls, early outs, tardiness, lunches and overtime
  • Extensive collaboration with property management to troubleshoot and resolve issues that arise during live service.
  • Effectively motivate employees through positive re-enforcement. Effectively coach, train and mentor coordinators
  • Analyze and forecast call volume and adjust staff levels throughout the day by comparing call volume from the day or week prior to monitor whether the call volume is up or down and, based on the outcome, determine whether they will honor early out requests
  • Perform all duties deemed necessary for the success of the department.


  • Excellent organizational skills with the ability to work on multiple projects.
  • Must possess the ability to multi-task and perform under extreme pressure
  • Technically proficient with computer skills in Microsoft Office Products, Word, Excel and the Internet
  • At least 2 years supervisory experience in Call Center, PBX Telecommunications, Room Reservations, Casino Marketing or Front Desk preferred

Physical Demands: 

  • Work is performed in a casino / hotel 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, employees, 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 50 pounds occasionally
  • Eye/hand coordination.
  • Use of standard office equipment.
  • Ability to distinguish letters, numbers, and symbols

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!

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!

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About this Employer

Palms Casino Resort

4321 W Flamingo Rd
Las Vegas, NV 89103

Telephone (866) 752-2236
Reservations (866) 752-2236

Casino Resort

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Palms Casino Resort is making history as the resort in Las Vegas fully owned and operated by a Native American Tribe. Palms Casino Resort reopens in Spring 2022 with two distinct towers with 700 hotel rooms and suites, a diverse mix of bars, restaurants, live entertainment venues and immersive lifestyle experiences across a 95,000-square-foot reimagined casino.

The resort also includes over 60,000 square feet of meeting and convention space, the 2,500-seat Pearl theater, a sprawling pool and spa area, a wedding chapel, the Brenden Palms 14-screen theater and nearly 600 units at Palms Place condominiums.

Palms Casino Resort is owned by The San Manuel Gaming and Hospitality Authority (“SMGHA”) an affiliate of the San Manuel Band of Mission Indians. Palms is located just west of the center of the Las Vegas Strip off I-15 on Flamingo Road. Palms is here to play!

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