VIP SERVICES COORDINATOR

3 weeks ago

Highland CA USA, United States San Manuel Band of Mission Indians Full time
Under the direction of VIP Services Leadership, the VIP Services Coordinator is responsible for assisting with the administrative duties of the VIP Department. This position provides professional administrative and analytical support by creating schedules, reports and analyses. The VIP Services Coordinator monitors the budget for comps and expenses in addition to analyzing complimentary services. The VIP Services Coordinator may also be required, with the assistance of a Supervisor, to monitor specific responsibilities of frontline team members working on the gaming floor.

Essential Duties & Responsibilities

1. Responsible for providing professional and exceptional personalized service while ensuring all VIP preferences are anticipated and met promptly and efficiently. Maintains complete knowledge of all property venues and offsite sponsored venues/services/hours of operation and VIP experiences. Maintains working knowledge of all promotions and special events in order to effectively navigate the guest experience.

2. Secures VIP reservations including, but not limited to, hotel, spa, exclusive events, dining, transportation, and amenities, as directed for VIP guests. Assist Player Development and Hotel teams by sharing arrangements and confirmations for guests receiving complimentary services. Works daily with sales and production teams to ensure successful coordination, marketing and financial performance of all events. Responsible for daily pre-arrival planning and creating VIP telemarketing campaigns. Assists in developing and planning VIP events and experiences.

3. Tracks information related to booking restrictions, promotions and room rates. Coordinates meetings, creates agendas, and captures meeting minutes with staff of other departments. Manages and orders inventory as necessary and processes all VIP Services requisitions. Processes weekly payroll timesheets for Department, and supports Department scheduling needs. Submits daily, weekly, monthly, bi-annual or annual reports to VIP Services Leadership, as requested. Monitors departmental budget in order to avoid exceeding assigned quotas and unnecessary expenditures. Assists with data entry for Department, as needed.

4. Establishes training standards: maintaining accurate training records, and facilitating department onboarding. Assists with training VIP Services team members.

5. Acts as contact/liaison between all departments. Collaborates with Analysts to produce outbound/inbound call metrics and VIP block reporting. Collaborates with CRM to monitor VIP offer schedules. Runs reports from Synkros, Avaya, and Playersoft systems.

6. Performs other duties as assigned to support efficient operation of Department.

Education/Experience/Qualifications
  • High School Diploma or GED required.
  • College degree and previous casino experience preferred.
  • Minimum three (3) years of experience in a guest service environment required.
  • Must be able to clearly speak, read, and write in the English language.
  • Intermediate proficiency in Microsoft Office (Word and Excel) preferred.
  • Must be 21 years of age.
  • Must be detail oriented with the ability to multi-task.
  • Must have the ability to communicate effectively with guests, team members and leadership in both written and verbal form.
  • Must be self-starter with strong problem solving ability.
  • Must carry self in a professional business manner.

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

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