Under the direction of VIP Services Leadership, the Lead VIP Services Concierge is responsible for extending premium hospitality and exquisite service to our VIP guests across all business units, while operating at the highest level of discretion and confidentiality. This role will build VIP guest loyalty utilizing luxury standards that fosters an exclusive guest relationship and commitment to service excellence. This role will also provide mentorship and guidance to the Concierge team towards consistently delivering an elevated guest experience, aligned to our Yaamava Resort & Casino brand standards. The Lead Concierge may also be required, with the assistance of a supervisor, to oversee and train frontline team members working at the premium gaming rooms and VIP check-in.This role is highly visible to, and interactive with, premium guests and therefore requires the utmost professionalism while championing of the goals and priorities of the Tribe in a manner that reflects and upholds the Tribal Community’s vision, mission and values.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1.    Leads daily operating procedures and guides overall efficiency in support of the strategic initiatives of the VIP Services department.  Monitors premium gaming areas and Concierge workstations ensuring flawless technological solutions for guests.2.    Crafts a personalized, elevated guest experience for guests while maintaining a positive and professional demeanor at all times. Handles and coordinates all aspects of a VIP’s guest journey inclusive of, but not limited to, hotel accommodations, dining, spa, and entertainment reservations. Responds to special requests from guests and provides prompt follow up as needed to ensure needs are met with full satisfaction.3.    Maintains a strong network with service partners for optimal guest engagement, priority service, and priority access for our guests.4.    Initiates and connects in-person and by phone with VIP guests to ensure all reservations for exclusive amenities are executed with highest level of guest service and sense of urgency.5.    Oversees VIP arrivals while offering welcome amenities and communicating to designated personnel for escort and delivery of amenities. Serves as a liaison between the department, vendors and suppliers.6.    Provides exclusive casino and hotel tours while explaining services and maintaining a strong brand reputation at all times. Maintains thorough knowledge of Yaamava’ Casino and Resort features and amenities including all outlets, hours of operations, activities and events available.7.    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.8.    Assists with administrative functions and data entry for the department as needed. Submits daily, weekly, monthly, bi-annual or annual reports to VIP Services leadership as requested.9.    Performs other duties as assigned to support the efficient operation of the department.

 EDUCATIONAL, EXPERIENCE AND QUALIFICATIONS

• High school diploma/GED required.

• Bachelor’s Degree in Hospitality or related field preferred.

• Minimum three (3) years of customer experience required. Experience within a Casino/Hospitality environment strongly preferred.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

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

• Intermediate proficiency in Microsoft Office (Word and Excel) and business communication is preferred.

• Technical knowledge and application utilizing CRM systems.

• 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 guests.

• Must actively listen to provide optimal service tailored to guest requests.

• Must be able 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 possess the capability to maintain a positive and professional demeanor under challenging situations.

• Must be self-driven with a strong ability to work with minimal supervision.

• Must be able think critically and analyze information with efficient solution generating skills.

REQUIRED LICENSES, CERTIFICATIONS AND REGISTRATIONS

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

• Select One of the Following for Driving Responsibilities: No Driving Responsibilities: Role does not require a driver’s license or insurance.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

• Primary work environment is in a climate-controlled casino setting.

• Work requires travel to attend meetings, trade shows, and conferences.

• Incumbents may be required to work evening, weekend and holiday shifts.

• Must be able to work in a fast-paced, high-demand environment.

• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.

• Sedentary work: involves standing most of the time and may sit at times. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.

• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.

• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.

• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.

• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.

• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.

• The employee may be exposed to fumes or airborne particles including secondhand smoke.

Reasonable accommodation will be made in compliance with all applicable law.

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!