VIP Service Representative
About The Position
Under the direction of the Manager and Supervisor, VIP Services, the VIP Services Representative assists with administrative duties and coordination of VIP Service functions, including hotel and special event reservations. The role helps build loyalty and maintain guest relations through direct public contact and superior guest service in accordance with Yaamava’ Resort and Casino department standards, policies, and procedures. The representative handles guest reservations and inquiries, manages VIP arrivals and guest information, coordinates travel to off-site events, and supports Casino Hosts. The position is based primarily in a climate-controlled casino setting and may involve travel to meetings, trade shows, conferences, promotional events, and San Manuel properties. Evening, weekend, and holiday shifts may be required. The role operates in a fast-paced, high-demand environment and may involve exposure to fumes or airborne particles, including secondhand smoke.
Requirements
- High school diploma or GED.
- At least two years of guest-service experience, including direct work with guests.
- Ability to communicate effectively verbally and in writing with guests, team members, and management.
- Intermediate proficiency in Microsoft Outlook, Word, and Excel.
- Outstanding communication and interpersonal skills.
- Ability to multitask in a fast-paced environment and work under pressure while meeting deadlines and goals.
- Comfort speaking and working with the public.
- Ability to maintain a positive and professional demeanor in stressful situations.
- May be required, at the discretion of the San Manuel Tribal Gaming Commission, to obtain and maintain a gaming license.
- No driver’s license or insurance is required for the role.
Nice To Haves
- Previous experience in a casino environment is highly preferred.
Responsibilities
- Initiate and respond to in-person and phone contact with patrons to complete hotel, special event, and entertainment reservations promptly and efficiently.
- Suggest guest experiences and book reservations for entertainment, hotel stays, and other services; assist with reservation changes and inquiries.
- Enter and manage VIP arrivals, and communicate with designated personnel about guest escorts and amenity delivery.
- Keep guest information accurate and up to date, including addresses, phone numbers, profiles, and preferences.
- Communicate effectively with guests in a high-call-volume setting.
- Coordinate patron travel to off-site events and activities.
- Safeguard confidential guest, department, and enterprise data, and follow Casino and Tribal Gaming regulations and applicable policies and procedures.
- Review daily arrival reports to identify special requests.
- Record and report ticket requests from sponsorship venues and distribute tickets accordingly.
- Provide Casino Hosts with information about casino patrons as requested.
- Perform other duties as assigned to support efficient department operations.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
