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Under the direction of Supervisor, VIP Services, 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. Monitors the budget for comps and expenses in addition to analyzing complimentary services. With the assistance of a supervisor, to monitor specific responsibilities of frontline team members working on the gaming floor.
ESSENTIAL DUTIES AND 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. Coordinates meetings, creates agendas, and captures meeting minutes with staff of other departments. Tracks information related to booking restrictions, promotions and room rates. 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. Maintains accurate training records and facilitates 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 the efficient operation of the department.
EDUCATIONAL, EXPERIENCE AND QUALIFICATIONS
• High School Diploma or GED required.
• College degree and previous casino experience preferred.
• Minimum two (2) years of experience in a guest service environment required.
KNOWLEDGE, SKILLS AND ABILITIES (KSA)
• 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.
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.
• 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 and office 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 sitting most of the time. 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!