VIP Agent

VIP Agent

The VIP Agent acts as a liaison between Morongo Casino Resort & Spa and VIP guests to ensure the delivery of outstanding personalized service. This position assists with reservations, special requests, promotional communication, and guest relations while supporting Casino Hosts and Executive Hosts in maintaining guest satisfaction and loyalty. The VIP Agent contributes to the overall success of the Player Development department by ensuring that all guest interactions reflect the highest level of professionalism and hospitality.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Greets and delivers exceptional service to VIP guests throughout their visit.
• Coordinates reservations for hotel rooms, limo transportation, air travel, dining, spa, and golf based on guest eligibility.
• Manages check-ins and guest service requests across multiple resort departments.
• Collaborates with Player Development, Hotel, and Food & Beverage teams to ensure amenities and services meet guest expectations.
• Maintains a clean, organized, and professional work environment.
• Supports special events and VIP programs on and off property.
• Places outbound telemarketing calls as directed using the Host Viz CRM system.
• Accurately completes CRM tasks and records guest information and preferences.
• Assists Hosts and Executive Hosts with booking and managing reservations for their players.
• Performs other job-related duties as assigned.

SUPERVISORY RESPONSIBILITIES: This position does not have direct supervisory responsibilities but may provide guidance or support to other team members.

QUALIFICATIONS:

• Excellent verbal and written communication skills required.
• Proficiency in Microsoft Office and CRM software; Host Viz experience preferred.
• Ability to maintain confidentiality of guest information and property data.
• Strong organizational skills with attention to detail and accuracy.
• Must be able to tactfully interact with guests and team members at all levels.
• Capable of working independently and collaboratively in a fast-paced environment.
• Sales-minded with a high level of professionalism, guest service, and business ethics.
• Working knowledge of ACSC, LMS, and Player Development systems preferred.

EDUCATION AND/OR EXPERIENCE:

• High school diploma or equivalent preferred.
• Additional coursework in Hospitality, Business, or Customer Service is preferred.
• Minimum of 12 years of experience in guest services, front desk operations, or a VIP services role.
• Proven ability to deliver high-level service to guests with professionalism, courtesy, and discretion.
• Experience assisting with reservations, guest inquiries, and special requests in a fast-paced environment.
• Strong interpersonal and communication skills with a guest-first mindset.
• Familiarity with property management systems, player tracking tools, and standard office software.
• Prior experience in a casino, resort, or luxury hospitality setting is preferred.

LICENSES, CERTIFICATES, REGISTRATIONS: Must have successfully completed a background check and obtained a gaming license issued by the Morongo Gaming Agency, as required.

LANGUAGE SKILLS: Must be able to read and interpret documents in English, such as instructions, guidelines, policies, and procedures. Must also be able to communicate clearly and effectively with team members, management, and guests.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

• Communication Skills: Must be able to communicate clearly, professionally, and courteously in person, by phone, and in writing with VIP guests, hosts, internal departments, and leadership; responsible for ensuring exceptional guest experiences and facilitating smooth coordination of VIP services.
• Lifting and Carrying: Frequently lifts and transports guest amenities, luggage, promotional materials, and supplies weighing up to 25 pounds; may assist with gift delivery or special requests for high-value guests.
• Manual Dexterity: Regularly uses hands and fingers to operate reservation systems, computers, phones, and office equipment; must manage guest profiles, handle documents, and input service requests accurately and efficiently.
• Mobility: Frequently walks, stands, and moves throughout the property to escort guests, deliver amenities, and support hosts; must be able to navigate guest and back-of-house areas comfortably and efficiently.
• Stationary Work: Occasionally remains seated at a desk or workstation while managing guest reservations, updating itineraries, or responding to guest communications via phone or email.
• Tool Operation: Regular use of property management systems (PMS), CRM tools, casino systems, and standard office technology including computers, phones, printers, and radios.
• Visual Acuity: Requires strong near and far vision to identify guests, verify documents, read guest records, and manage service requests with attention to accuracy and discretion.
• Working Conditions: Routinely works in high-traffic, guest-facing areas including casino floors, hotel lobbies, lounges, and VIP zones; frequent exposure to moderate to high noise levels, bright lighting, large crowds, and a smoking environment throughout the property.

WORK ENVIRONMENT: This is a dynamic, fast-paced environment that requires the ability to adapt and perform under pressure. The casino operates with moderate to loud noise levels and is a smoking environment, requiring team members to work comfortably in these conditions.

WORKING HOURS: Morongo Casino Resort & Spa operates 24 hours a day, 365 days a year; therefore, flexibility in scheduling is essential. Team members must be available to work shifts that may include evenings, weekends, holidays, and special events. Schedules are subject to change based on business needs and may include overtime, as well as work on both weekdays and weekends.

EQUAL EMPLOYMENT OPPORTUNITY (EEO) AND INDIAN PREFERENCE: Morongo Casino Resort & Spa is an Equal Opportunity Employer and gives hiring preference to qualified Native Americans as allowed by law. We consider all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, veteran status, or national origin. We provide reasonable accommodations to qualified individuals with disabilities as required by the ADA. If you need help or an accommodation during the hiring process, please contact Human Resources.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.