VIP Services Supervisor

SUMMARY:

The VIP Services Supervisor is responsible for delivering exemplary service to Gillette Stadium Club Members and Suite Holders and their guests year-round, ensuring a seamless and elevated experience both on game days and special events. This role requires strong relationship-building skills, cross-departmental collaboration, and a commitment to maintaining high standards of service.

DUTIES AND RESPONSIBILITIES

1. Develop and strengthen relationships with Club Members and Suite Holders through proactive outreach including, phone calls, emails, in-person meetings, gifting, and other special events.
2. Collaborate with the VIP Services team to incorporate new ideas to involve key decision makers through off-season events and game day experiences
3. Oversee the assignment, scheduling and supervision of Concierge staff, ensuring they are well-trained and aligned with service expectations.
4. Provide training, coaching, and ongoing support to Concierge staff to ensure excellent guest interactions.
5. Ensure that premium spaces are presentable and properly prepared for game days. Work closely with internal departments to educate staff on operational and communication expectations.
6. Utilize Customer Relationship Management (CRM) software to track member requests, log relevant interactions, and maintain accurate distribution lists.
7. Maintain and update internal informational documents for VIP Services team
8. Deliver exceptional customer service, proactively addressing member needs and exceeding expectations.
9. Assist with planning and executing exclusive member-only events and value-added programs.
10. Work cross-functionally with other departments to create awareness of all operational details for Club and Suite operations.
11. Special projects and assignments as business dictates.

SUPERVISORY RESPONSIBILITIES

• Concierge staff

SKILLS AND QUALIFICATIONS

• Bachelor's Degree preferred
• 2-3 years of relevant experience in premium services, hospitality, or a related field
• Outgoing, creative and results oriented
• Strong organizational skills and attention to detail
• Exemplary inter-personal and communication skills (both written and verbal)
• Proficiency in Microsoft Word, Excel, and CRM platforms (Salesforce experience preferred)
• Self-motivated with the ability to work both independently and within a team
• Familiarity with Archtics ticketing system is a plus

PHYSICAL DEMANDS

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

• The noise level in the work environment is usually quiet
• Fast-paced office environment

CERTIFICATES, LICENSES, REGISTRATIONS

• None required

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

This company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.