VIP Services Concierge

VIP Services Concierge

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 And 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. Maintains impeccable gaming and non-gaming areas with great attention to detail. 11. Performs other duties as assigned to support the efficient operation of the department.

Educational, Experience And Qualifications

• High School Diploma or GED required.
• Minimum two (2) years of experience in guest services required; must have worked directly with guests; previous experience in a Casino/Hospitality environment highly preferred.

Knowledge, Skills And Abilities (Ksa)

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

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: Role requires regular commuting between locations. A valid driver's license and vehicle insurance with minimum liability limits is required. Role will not operate or drive Tribe-owned vehicles or patron vehicles.

Physical Requirements/ Working Conditions Environment

• Primary work environment is in a climate-controlled casino and resort 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!