Under the direction of the VIP Services Management, the VIP Services Concierge will consistently elevate guest satisfaction by delivering exquisite service and creating memorable experiences for our high limit players at every opportunity. In this role, the successful individual will design and execute experiences pertaining to dining, hotel, entertainment, transportation, and special event reservations. The VIP Services Concierge will service the high-limit gaming areas by offering exclusive amenities, coordinating with hosts and servers to anticipate guest requests, and extend appreciation for guest loyalty through personalized service.

ESSENTIAL DUTIES & RESPONSIBILITIES

1. Provides highest VIP Services standards to our guests in High Limit Gaming Areas.

2. Manages VIP arrivals; communicates to designated personnel for escort and delivery of amenities.  Offers welcome amenities. 

3. Initiates and responds to in-person and phone contact with guests to ensure all reservations for hotels, special events and entertainment are executed efficiently.  Assists guests with booking changes and inquiries regarding reservations.  Communicates effectively to guests in a high call volume setting.

4. Suggests promotions and special event participation pertaining to guest’s offers.

5. Ensures guest information is updated and accurate at all times; verifies addresses, phone numbers, email, guest profiles and preferences.  Reviews daily arrival report in order to identify special requests.

6. Records and reports all ticket requests at our sponsorship venues and distributes tickets accordingly.

7. Coordinates travel for guests to off-site events and activities.

8. Liaison to Player Development, Guest Services, Food and Beverage, and Public Safety to ensure prompt service.

9. Safeguards the confidential nature of guest, department, and company data; adheres to all policies and procedures set forth by the casino and Tribal Gaming regulations to minimize risk to the business and to guests.

10. Maintain impeccable gaming and non-gaming areas with great attention to detail.   

11. Perform other duties as assigned to support the efficient operation of the department.                                                                    

EDUCATION/EXPERIENCE/QUALIFICATIONS

• Must be at least 21 years of age.
• High School Diploma or GED required.
• Five years of experience in guest services required; must have worked directly with guests; previous experience in a Casino/Hospitality 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.
• Must be able to provide a genuine and sincere service experience in a friendly and professional manner.
• Must have demonstrated ability exercising utmost discretion with confidential information including, but not limited to: credit card information and personal or financial data from customers.
• Must actively listen to provide optimal service tailored to guest requests.
• Ability to multi-task in a fast-paced, high demand environment required.
• Must be comfortable working and speaking with the public.
• Must have experience working under pressure while meeting deadlines and goals.
• Must be comfortable working in both an office and casino floor environment.
• Must be comfortable with sitting and standing for long hours.
• Ability to maintain a positive and professional demeanor under challenging situations.
• Must be able to work a flexible schedule including weekends and holidays.
• Ability to work with minimal supervision.
• Ability to critically think and analyze information with efficient solution generating skills.
• May be required to communicate verbally and in written form in one of the following languages:  Chinese, Vietnamese, Korean, or Tagalog.
• Ability to push, pull, bend, and carry up to 20 pounds.

CERTIFICATES/LICENSES/REGISTRATIONS

• At the discretion of the San Manuel Tribal Gaming Commission you may be required to obtain and maintain a gaming license.
• A qualified candidate/employee must have a valid driver’s license with an acceptable driving record as determined by the company’s insurance carrier.

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!