VIP Services Supervisor

Summary

This position is a high-impact, guest-facing, and analytically driven role that supports the strategic operations of the Player Development department and is responsible for combining administrative precision, data-informed decision-making, and elevated VIP relationship management to help drive incremental revenue, strengthen guest loyalty, and enhance the overall VIP experience. In addition, you are the HEART of our Five-Star Experience for guests and fellow Team Members. This includes embodying our Service Promise: We are the Twenty-Nine Palms Band of Mission Indians Team, where your experience is our top priority. Every person and detail matters. Our commitment is to provide outstanding guest service, making every person's experience our priority through consistent service expectations with HEART. Hello, Engage, Anticipate, Resolve, Thank.

Essential Duties And Responsibilities

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Deliver outstanding guest and Team Member service by consistently upholding the Five-Star Experience, Mission Statement, Service Promise, department standards, and guest-first decision making.
• Serve as the first point of escalation for VIP guest concerns, offer questions, complimentary requests, special accommodations, and service recovery; respond promptly and escalate issues as appropriate.
• Provides operational support for Player Development, Casino Marketing, and VIP events through ticketing coordination, guest redemptions, event preparation, reporting, group code management, and guest service follow-up to ensure exceptional VIP experiences.
• Assists with the planning, coordination, and execution of VIP events and promotional programs, supporting administrative operations and departmental initiatives to drive patron engagement and ensure successful program delivery.
• Coordinate personalized VIP needs, including reservations, invitations, check-ins, seating, transportation, gifting, dining, hotel offers, and guest follow-up.
• Support Casino Hosts and Player Development Management by completing guest requests and follow-ups accurately and on time while demonstrating discretion and cultural awareness.
• Plan, coordinate, and execute VIP promotions, drawings, tournaments, dinners, showroom activations, onsite and offsite events, public relations activities, and Player Development programs from preparation through completion for Spotlight 29 Casino and Tortoise Rock Casino.
• Manage approved ticketing and guest arrangements through Ticketmaster and other approved platforms, including ticket and parking allocations, showroom and executive requests, distribution, redemptions, and usage tracking.
• Verify guest eligibility and redeem player accounts for approved tickets, dinners, VIP dining experiences, hotel offers, gifts, free play, and related promotions in accordance with established procedures.
• Create CMS group codes, player lists, invitation lists, and spreadsheets for applicable events, drawings, dinners, promotions, and other Casino Marketing activities.
• Attend offsite events when necessary and help coordinate guest attendance, transportation, check-in, seating, and event participation.
• Create, maintain, and update reports and tracking records for ticket allocations, attendance, dinner redemptions, offsite participation, group codes, promotional free play, winners, coded player activity, and overall department efforts.
• Gather, organize, format, proofread, and distribute reports, logs, proposals, presentations, promotional records, and other materials supporting Player Development, Casino Marketing, and operational follow-up.
• Assist with guest and Team Member communications by SMS, email, or mail, including birthday, anniversary, invitation, and promotional lists.
• Review English and Spanish materials for accuracy, policy consistency, proper format, and grammatical correctness.
• Maintain organized files and compliance documentation, including correspondence, W-9s, winner identification copies, ticket usage records, redemptions, and related promotional records.
• Collaborate with 29 Rewards, Promotions, Player Development, Food and Beverage, Entertainment, Showroom, Security, and other departments to align guest needs, event logistics, special offers, escalations, and service expectations.
• Assist with marketing communication projects, advertising, public relations, proposals, presentations, and other approved Casino Marketing initiatives.
• Use player tracking, CRM, reservation, reporting, and operational systems to verify eligibility, document actions, review guest information, and support data-driven decisions.
• Review operational reports, guest feedback, service trends, coded player activity, reinvestment considerations, and department metrics to identify improvement opportunities.
• Support office operations by maintaining awareness of property promotions, monitoring equipment functionality, and coordinating with service representatives as needed.
• Maintain budget awareness by monitoring guest service expenses, complimentary usage, staffing efficiency, event support needs, and operational resources.
• Monitor staffing levels, schedules, breaks, and shift coverage to maintain appropriate service levels during peak periods, events, and promotional activity.
• Monitor service quality, productivity, attendance, appearance, communication, and adherence to department standards.
• Assist with onboarding, refresher training, performance feedback, recognition, corrective coaching, training plans, and development opportunities for VIP Services and Players Club Team Members.
• Promote teamwork, accountability, professionalism, punctuality, adaptability, and continuous improvement while maintaining a positive work environment.
• Ensure Team Members follow established policies, procedures, promotion rules, internal controls, gaming regulations, confidentiality standards, guest privacy requirements, and all Minimum Internal Control Standards and Tribal Internal Control Standards.
• Comply with safety policies, procedures, training requirements, and scheduled safety meetings.
• Present a positive image of the Tribal organization to guests, vendors, and Team Members.
• Perform other duties as assigned to support Casino Marketing, VIP Services, guest engagement, Player Development, and overall property objectives.

Qualifications

Supervisory Responsibilities

Supervise directly and indirectly all employees of the Player Development Department. Adhere to the Tribal organization’s policies, procedures and applicable laws.

Responsible for the overall direction, coordination, and evaluation of this unit.

Carry out supervisory responsibilities which include but are not limited to: interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems

Education And Experience (Must Be Documented)

• High school diploma or equivalent required; associate or bachelor’s degree in hospitality, business, marketing, or related field preferred.
• Minimum of two years of experience in casino marketing, VIP services, players club, hospitality, guest services, player development, or a related customer-facing leadership role preferred.
• Prior supervisory, lead, training, or team coordination experience strongly preferred.

• Knowledge of casino operations, player loyalty programs, promotions, events, guest service standards, and gaming compliance preferred.
• Proficiency with Microsoft Office and experience using player tracking, CRM, reservation, or casino management systems preferred.
• Fluent in English/Spanish Language a plus.

Certification, Licenses And Any Additional Requirements

• Must pass periodic random drug screens.

• Must be able to pass background suitability investigation.
• Must obtain a Tribal Gaming License.
• Must obtain all other applicable certifications and licenses.
• Must provide proof of eligibility to work in the United States within 72 hours of employment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to talk and hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to use upper extremities, including but not limited to, hands and fingers to handle, or feel; reach with hands and arms. They may be occasionally required to climb or balance, stoop, bend, push, pull, twist, kneel, crouch, or crawl. The employee must occasionally lift up to 10 pounds and/or push, pull up to 50 pounds. The employee is occasionally required use repetitive movements to complete tasks. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Employee may be occasionally required to work in low light conditions, and may be exposed to loud noise for extended periods. 

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Multiple locations.
• Some enterprises are open 24 hours per day, 7 days per week; therefore, you must be flexible to work any and all hours.
• Must be available for emergency calls 24/7. 
• Must be available to work weekend and holidays.
• Some enterprises are gaming facilities.
• Some enterprises are not a smoke-free environment.
• Surveillance cameras and audio equipment monitor the premises recording activity throughout most of the facilities on 24 hours per day, 7 days per week basis.

Indian Preference Act

The Twenty-Nine Palms Band of Mission Indians has a resolution on file with Human Resources to ensure that Indian Preference will be adhered to in the following order in accordance with IPA:

                                         1.  Tribal Members

                                         2.  Other Native Americans

                                         3.  All other ethnic groups