VIP Services Coordinator
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!
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.
