Under the direction of the VIP Services Manager and Supervisor, the VIP Services Representative assists management with the administrative duties and coordination of all VIP Service related functions. This includes, but is not limited to hotel and special event reservations. The VIP Services Representative plays an important role in building loyalty and maintaining guest relations. This position requires direct contact with the public, while delivering superior guest service in accordance to department standards and policies and procedures, as created by San Manuel Casino.

Essential Duties & Responsibilities

1. Initiates and responds to in-person and phone contact with patrons to ensure all reservations for hotels, special events and entertainment are completed promptly and efficiently.  Suggests experiences and books reservations as it pertains to guest entertainment, hotel stays and other services.  Assists guests with booking changes and inquiries regarding reservations.  Enters and manages all VIP arrivals; communicates to designated personnel for escort and delivery of amenities.  Ensures guest information is updated and accurate at all times; verifies addresses, phone numbers, guest profiles and preferences. Communicates effectively to guests in high call volume setting.  Coordinates travel for patrons to off-site events and activities.  Safeguards confidential nature of guest, Department and enterprise data; adheres to all policies and procedures set forth by Casino and Tribal Gaming regulations to minimize risk to enterprise and guests.

2. Reviews daily arrival report in order to identify special requests.  Records and reports all ticket requests from sponsorship venues and distributes said tickets accordingly.

Assists Casino Hosts with information regarding casino patrons as requested.

3. Performs other duties as assigned to support the efficient operation of the department.

Education/Experience/Qualifications

• High School Diploma or GED required.

• Three years of experience in guest service required; must have worked directly with guests; previous experience in a Casino environment highly preferred.

• Ability to communicate effectively with guests, team members and management, both verbally and in writing a must.

• Intermediate proficiency in Microsoft Outlook, Word and Excel is necessary.

• Must possess outstanding communication and interpersonal skills.

• Ability to multi-task in a fast paced environment required.

• Must be comfortable working and speaking with the public.

• Must have experience working under pressure while meeting deadlines and goals.

• Ability to maintain a positive and professional demeanor under stressful situations.

Certificates/Licenses/Registrations

• At the discretion of the San Manuel Tribal Gaming Commission you may be required to obtain and maintain a gaming license.

San Manuel Band of Mission Indians and San Manuel Casino will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!