VIP Services Supervisor

The VIP Services Supervisor is an integral part of the VIP Services department and will oversee VIP Services Representatives. The VIP Services Supervisor’s range of responsibilities will include overall ticket usage for each sponsorship, outbound and inbound telemarketing, hotel reservations and transportation arrangements for our VIP patrons, and the coordination of additional VIP off-site amenities as needed.

Essential Duties & Responsibilities

1. Supports the strategic direction of the VIP Services Department, including operating procedures, structure, and efficiency in order to provide maximum value to YRC.

2. Oversees and coordinates hotel reservations for casino offers and VIP customers including the assignment of hotel rooms and suites.  Collaborates with the area hotels for customer reservations as needed.  Responsible for the coordination and use of off-site amenities including all sponsorship venues and any additional VIP-related requests

3. Provides feedback to staff on their performance. Coaches and mentors’ VIP Services Representatives, Concierge, and Coordinators

4. Supervises the VIP Services team members and any additional contracted staff in-house or off-site including hiring, training, and all related functions.  Responsible for adhering to the Policies and Procedures in compliance with the regulations set forth by SMC as well as the compliance with AML regulations.

5. Oversees the usage of all our tickets for each of our sponsorships.

6. Coordinates assigns and measures telemarketing campaigns. Oversees telemarketing campaigns to generate business.  Supervises all staff responsibilities including reservations and telemarketing staff.

7. Monitors team’s interactions with guests to ensure guest satisfaction.

8. Collaborates with our Transportation department for transport of our VIP patrons to sponsorship venues as requested by our Player Development executives.  Responsible for collaborating with the Player Development Team to ensure VIP customers are serviced to the standards set forth by SMC.

9. Collaborates with the training manager to ensure the department is properly trained in the latest sales and guest service strategies & tactics.

10. Performs other duties as assigned to support the efficient operation of the department and assumes other responsibilities, duties, tasks, and assignments that contribute to the mitigation or response to any public health emergency.

Supervisory Responsibilities

Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.   Responsibilities include interviewing, hiring, and training employees; planning, assigning reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.  Makes hiring decisions and designs individual development plans with succession planning in mind for all key roles.

Education/Experience/Qualifications

• Associate’s Degree required.
• Minimum of two (2) years of the casino industry or similar high-volume and fast-paced environment required.
• Related, relevant, and/or direct experience may be considered in lieu of the minimum educational requirements indicated above.
• Must possess telemarketing management experience, encouraging staff to reach and surpass quotas set and determined by management.
• Must possess experience working with Hotel reservations/front desk management or related fields.
• Must possess strong leadership and team-building skills.
• An intermediate level of proficiency using Microsoft Word, Excel, PowerPoint, and Outlook is required.
• Working knowledge in preparing budgets and monitoring expenses is required.
• Possess excellent interpersonal skills to deal effectively with all business contacts.
• Analytical in his or her approach to problem-solving with an emphasis on managing within a team environment that is focused on results.
• Must be comfortable preparing and conducting formal presentations to executives/ stakeholders/ team members.

Certificates/Licenses/Registrations

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
• A qualified candidate/employee must have a valid driver’s license with an acceptable driving record as determined by the company’s insurance carrier.

Yaamava’ Resort & Casino at San Manuel will make reasonable accommodations in compliance with 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!