VIP Coordinator

Caesars Entertainment•Westlake, LA

9d•Onsite

About The Position

At Horseshoe Casino & Hotel, we are committed to creating unforgettable experiences for our guests. As a VIP Coordinator, you will play a vital role in delivering exceptional service to our most valued casino guests while supporting the Casino Marketing team. This position serves as a primary point of contact for VIP guests, Casino Hosts, and internal departments, coordinating hotel accommodations, transportation, special events, and other personalized services. The ideal candidate is highly organized, guest-focused, and capable of providing professional, courteous service in a fast-paced hospitality and gaming environment. If you thrive on building relationships, solving problems, and creating memorable guest experiences, we want to hear from you.

Requirements

High school diploma or equivalent.
Previous hospitality, hotel, casino, guest services, or customer service experience.
Minimum three (3) years of VIP Services, PBX, reservations, concierge, or related guest service experience.
Knowledge of casino operations, loyalty programs, and guest reinvestment practices.
Experience handling high-volume internal and external phone communications.
Ability to coordinate hotel, transportation, dining, and event reservations.
Strong verbal and written communication skills with a professional and polished demeanor.
Outstanding customer service skills and a passion for exceeding guest expectations.
Basic proficiency with Microsoft Office and other business-related software applications.
Ability to learn and navigate casino, hotel, and customer relationship management systems.
Strong organizational skills with excellent attention to detail.
Ability to multitask and prioritize effectively in a fast-paced environment.
Ability to maintain confidentiality and exercise sound judgment when servicing VIP guests.
Ability to move throughout all areas of the casino and hotel property.
Ability to stand, walk, bend, stoop, kneel, reach, and lift as needed throughout the workday.
Ability to operate computers, telephones, and standard office equipment.
Ability to respond calmly and make sound decisions in a fast-paced, guest-focused environment.
Ability to read, write, speak, and understand English.

Nice To Haves

Prefer experience in a casino marketing, player development, hotel front desk, VIP services, concierge, or luxury hospitality role.
Preferred experience with Salesforce or other customer relationship management (CRM) systems.

Responsibilities

Deliver exceptional service to internal and external guests, ensuring every interaction is courteous, informative, thorough, and friendly.
Assist Casino Hosts, Credit Executives, and Casino Operations teams in arranging special services and accommodations for VIP guests.
Review same-day and next-day guest arrivals to ensure reservation accuracy and seamless guest experiences.
Manage the property's VIP transportation and plane programs, ensuring all arrangements are handled efficiently and accurately.
Support VIP guest management activities, including Salesforce and customer relationship management responsibilities.
Respond to incoming calls regarding hotel reservations, transportation, special events, property amenities, and local area information.
Maintain current knowledge of hotel room types, rates, casino promotions, transportation options, VIP programs, and available guest offers.
Coordinate hotel accommodations, transportation, restaurant reservations, entertainment, and special event bookings for VIP guests.
Resolve guest concerns and complaints professionally while maintaining a positive and service-focused approach.
Exercise discretion and sound judgment when issuing complimentary services and amenities in accordance with guest play and company guidelines.
Maximize hotel occupancy opportunities through effective reservation management and guest service.
Maintain compliance with all regulatory, departmental, and company policies and procedures.
Maintain reliable attendance and punctuality.
Perform additional duties and special projects as assigned.