VIP Services Coordinator

San Manuel Band of Mission Indians • Highland, CA

1d • Hybrid

About The Position

Under the direction of Supervisor, VIP Services, the VIP Services Coordinator is responsible for assisting with the administrative duties of the VIP Department. This position provides professional administrative and analytical support by creating schedules, reports and analyses. Monitors the budget for comps and expenses in addition to analyzing complimentary services. With the assistance of a supervisor, to monitor specific responsibilities of frontline team members working on the gaming floor.

Requirements

• High School Diploma or GED required.
• Minimum two (2) years of experience in a guest service environment required.
• Must be able to clearly speak, read, and write in the English language.
• Must be 21 years of age.
• Must be detail oriented with the ability to multi-task.
• Must have the ability to communicate effectively with guests, team members and leadership in both written and verbal form.
• Must be self-starter with strong problem solving ability.
• Must carry self in a professional business manner.

Nice To Haves

• College degree and previous casino experience preferred.
• Intermediate proficiency in Microsoft Office (Word and Excel) preferred.

Responsibilities

• Responsible for providing professional and exceptional personalized service while ensuring all VIP preferences are anticipated and met promptly and efficiently.
• Maintains complete knowledge of all property venues and offsite sponsored venues/services/hours of operation and VIP experiences.
• Maintains working knowledge of all promotions and special events in order to effectively navigate the guest experience.
• Secures VIP reservations including, but not limited to, hotel, spa, exclusive events, dining, transportation, and amenities, as directed for VIP guests.
• Assist Player Development and Hotel teams by sharing arrangements and confirmations for guests receiving complimentary services.
• Works daily with sales and production teams to ensure successful coordination, marketing and financial performance of all events.
• Responsible for daily pre-arrival planning and creating VIP telemarketing campaigns.
• Assists in developing and planning VIP events and experiences.
• Coordinates meetings, creates agendas, and captures meeting minutes with staff of other departments.
• Tracks information related to booking restrictions, promotions and room rates.
• Manages and orders inventory as necessary and processes all VIP Services requisitions.
• Processes weekly payroll timesheets for Department, and supports Department scheduling needs.
• Submits daily, weekly, monthly, bi-annual or annual reports to VIP Services Leadership, as requested.
• Monitors departmental budget in order to avoid exceeding assigned quotas and unnecessary expenditures.
• Assists with data entry for Department, as needed.
• Maintains accurate training records and facilitates department onboarding.
• Assists with training VIP Services team members.
• Acts as contact/liaison between all departments.
• Collaborates with Analysts to produce outbound/inbound call metrics and VIP block reporting.
• Collaborates with CRM to monitor VIP offer schedules.
• Runs reports from Synkros, Avaya, and Playersoft systems.
• Performs other duties as assigned to support the efficient operation of the department.

Benefits

• Total Rewards package of monetary, benefits and development rewards

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED