Photo of Yaamava’ Resort & Casino at San Manuel, Highland, CA

VIP Services Supervisor

Yaamava’ Resort & Casino at San Manuel

777 San Manuel Boulevard
Highland, CA 92346

Casino & Hotel

Temps plein

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.


  • 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.


  • 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!

Publié Le 25 Mai 2024

Yaamava’ Resort & Casino at San Manuel

Yaamava’ Resort & Casino at San Manuel is located just 60 minutes from downtown Los Angeles in the city of Highland, CA. It is one of the largest casinos on the West Coast, with 7,000 slot machines, 150 table games, and five high-limit rooms. We are one of the top 10 largest casino resorts in the US.

Guests enjoy sweeping views of the San Bernardino Mountains, live entertainment, and a full array of dining options, which include The Pines Modern Steakhouse, Hong Bao Kitchen, Serrano Vista Cafe, Rock & Brews, Chingon Kitchen, Big Mo’ Cafe, and 11 bars and lounges.

The Serrano Spa earned a Forbes Travel Guide Five-Star award, and The Pines Modern Steakhouse and Yaamava’ Resorteach earned a Forbes Travel Guide Four-Star award, with all three being the first in the Inland Empire to receive such designation. Yaamava' Resort and Casino at San Manuel also received two 2023 AAA Four Diamonds ratings for the new hotel and The Pines Modern Steakhouse.

The hotel is a 17-story tower with 432 guest rooms. Guests relax in an elevated pool with a bar and private cabanas, the lavish full-service Serrano spa and salon, a health and fitness center, a full array of dining options, multiple bars and lounges, and luxe retail shops.

Indian gaming in California is an exciting, thriving industry. Whether working on the casino floor or providing support to gaming operations as a “behind the scenes” employee, you can contribute to a dynamic and challenging business and have opportunities to learn and grow with the gaming industry.

At San Manuel, our team members define us. Working at San Manuel is more than just a job. It is a career that will help you grow into the successful professional you want to be.

Click here to see why you’ll want to work on our Team

Our benefits focus on five key areas of wellness - financial, emotional, physical, social, and occupational - because we know it takes more than a salary to thrive. The benefits under each category include everything from retirement, insurance and dental benefits to emotional wellness programs, home repair services, and much more. 

Our employees have the option to select the benefits that best support their lives and their wellness.