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VIP Services Representative

Under the direction of the Manager and Supervisor, VIP Services, the VIP Services Representative assists management with the administrative duties and coordination of all VIP Service-related functions. This includes but is not limited to hotel and special event reservations. The VIP Services Representative plays an important role in building loyalty and maintaining guest relations. This position requires direct contact with the public, while delivering superior guest service in accordance with department standards and policies and procedures, as created by Yaamava' Resort and Casino.

Essential Duties and Responsibilities

• Initiates and responds to in-person and phone contact with patrons to ensure all reservations for hotels, special events and entertainment are completed promptly and efficiently. Suggests experiences and books reservations as it pertains to guest entertainment, hotel stays and other services. Assists guests with booking changes and inquiries regarding reservations. Enters and manages all VIP arrivals; communicates to designated personnel for escort and delivery of amenities. Ensures guest information is updated and accurate at all times; verifies addresses, phone numbers, guest profiles and preferences. Communicates effectively to guests in high call volume setting. Coordinates travel for patrons to off-site events and activities. Safeguards confidential nature of guest, Department and enterprise data; adheres to all policies and procedures set forth by Casino and Tribal Gaming regulations to minimize risk to enterprise and guests.
• Reviews daily arrival report to identify special requests. Records and reports all ticket requests from sponsorship venues and distributes said tickets accordingly. Assists Casino Hosts with information regarding casino patrons as requested.
• 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 service required; must have worked directly with guests; previous experience in a Casino 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.
• Ability to multi-task in a fast paced 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 stressful situations.

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

• 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!