Lead, VIP Services Concierge

San Manuel • Highland, CA

1d • Onsite

About The Position

Under the direction of VIP Services Leadership, the Lead VIP Services Concierge is responsible for extending premium hospitality and exquisite service to our VIP guests across all business units, while operating at the highest level of discretion and confidentiality. This role will build VIP guest loyalty utilizing luxury standards that fosters an exclusive guest relationship and commitment to service excellence. This role will also provide mentorship and guidance to the Concierge team towards consistently delivering an elevated guest experience, aligned to our Yaamava Resort & Casino brand standards. The Lead Concierge may also be required, with the assistance of a supervisor, to oversee and train frontline team members working at the premium gaming rooms and VIP check-in.

This role is highly visible to, and interactive with, premium guests and therefore requires the utmost professionalism while championing of the goals and priorities of the Tribe in a manner that reflects and upholds the Tribal Community’s vision, mission and values.

Requirements

• High school diploma/GED required.
• Minimum three (3) years of customer experience required. Experience within a Casino/Hospitality environment strongly preferred.
• Ability to communicate effectively with guests, team members and leadership, both verbally and in writing, is a must.
• Intermediate proficiency in Microsoft Office (Word and Excel) and business communication is preferred.
• Technical knowledge and application utilizing CRM systems.
• Must be able to provide a genuine and sincere service experience in a friendly and professional manner.
• Must have demonstrated ability exercising utmost discretion with confidential information including but not limited to: credit card information and personal or financial data from guests.
• Must actively listen to provide optimal service tailored to guest requests.
• Must be able to multi-task in a fast-paced, high demand environment required.
• Must be comfortable working and speaking with the public.
• Must have experience working under pressure while meeting deadlines and goals.
• Must possess the capability to maintain a positive and professional demeanor under challenging situations.
• Must be self-driven with a strong ability to work with minimal supervision.
• Must be able think critically and analyze information with efficient solution generating skills.
• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
• No Driving Responsibilities: Role does not require a driver’s license or insurance.

Nice To Haves

• Bachelor’s Degree in Hospitality or related field preferred.
• Experience within a Casino/Hospitality environment strongly preferred.
• Intermediate proficiency in Microsoft Office (Word and Excel) and business communication is preferred.

Responsibilities

• Leads daily operating procedures and guides overall efficiency in support of the strategic initiatives of the VIP Services department. Monitors premium gaming areas and Concierge workstations ensuring flawless technological solutions for guests.
• Crafts a personalized, elevated guest experience for guests while maintaining a positive and professional demeanor at all times. Handles and coordinates all aspects of a VIP’s guest journey inclusive of, but not limited to, hotel accommodations, dining, spa, and entertainment reservations. Responds to special requests from guests and provides prompt follow up as needed to ensure needs are met with full satisfaction.
• Maintains a strong network with service partners for optimal guest engagement, priority service, and priority access for our guests.
• Initiates and connects in-person and by phone with VIP guests to ensure all reservations for exclusive amenities are executed with highest level of guest service and sense of urgency.
• Oversees VIP arrivals while offering welcome amenities and communicating to designated personnel for escort and delivery of amenities. Serves as a liaison between the department, vendors and suppliers.
• Provides exclusive casino and hotel tours while explaining services and maintaining a strong brand reputation at all times. Maintains thorough knowledge of Yaamava’ Casino and Resort features and amenities including all outlets, hours of operations, activities and events available.
• Safeguards the confidential nature of guest, department, and company data; adheres to all policies and procedures set forth by the casino and Tribal Gaming regulations to minimize risk to the business and to guests.
• Assists with administrative functions and data entry for the department as needed. Submits daily, weekly, monthly, bi-annual or annual reports to VIP Services leadership as requested.
• Performs other duties as assigned to support the efficient operation of the department.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees