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-related functions, including hotel and special event reservations. The role helps build guest loyalty and maintain guest relations through direct public contact and superior guest service in accordance with Yaamava’ Resort and Casino standards, policies, and procedures. The representative handles reservations and guest inquiries, coordinates VIP arrivals and amenities, maintains accurate guest information, and supports Casino Hosts and department operations. The position is based primarily in a climate-controlled casino setting and may require travel to meetings, trade shows, conferences, promotional events, and San Manuel properties. Evening, weekend, and holiday shifts may be required.
Requirements
- High school diploma or GED required.
- At least two years of guest service experience required, including direct work with guests.
- Ability to communicate effectively with guests, team members, and management, verbally and in writing.
- 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 working and speaking 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 contacts with patrons to complete hotel, special event, and entertainment reservations promptly and efficiently.
- Suggest experiences and book reservations for guest entertainment, hotel stays, and other services; assist guests with reservation changes and inquiries.
- Enter and manage VIP arrivals, and communicate with designated personnel regarding escorts and amenity delivery.
- Keep guest information accurate and updated, including addresses, phone numbers, profiles, and preferences.
- Communicate effectively with guests in a high-call-volume setting.
- Coordinate travel for patrons 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
Career Level
Entry Level
Education Level
High school or GED
