Lead VIP Concierge

About the Role

The Lead VIP Services Concierge extends premium hospitality and exquisite service to VIP guests across all business units, operating with the highest level of discretion and confidentiality. This role builds guest loyalty using luxury standards, fosters exclusive guest relationships, and ensures commitment to service excellence. The Lead Concierge also mentors and guides the Concierge team to deliver an elevated guest experience aligned with Yaamava Resort & Casino brand standards. Additionally, this role may oversee and train frontline team members in premium gaming rooms and VIP check-in, requiring utmost professionalism while championing the Tribe’s goals and values.

Responsibilities

• Leads daily operating procedures and guides overall efficiency in support of the VIP Services department’s strategic initiatives.
• Monitors premium gaming areas and Concierge workstations to ensure flawless technological solutions for guests.
• Crafts a personalized, elevated guest experience while maintaining a positive and professional demeanor.
• Handles and coordinates all aspects of a VIP’s guest journey, including hotel accommodations, dining, spa, and entertainment reservations.
• Responds to special guest requests and ensures prompt follow-up to meet needs with full satisfaction.
• Maintains a strong network with service partners for optimal guest engagement, priority service, and access.
• Initiates and connects with VIP guests in-person and by phone to ensure reservations for exclusive amenities are executed with urgency and high service standards.
• Oversees VIP arrivals, offering welcome amenities and coordinating with designated personnel for escort and delivery.
• Serves as a liaison between the department, vendors, and suppliers.
• Provides exclusive casino and hotel tours while explaining services and maintaining brand reputation.
• Maintains thorough knowledge of Yaamava’ Casino and Resort features, amenities, outlets, hours of operation, activities, and events.
• Safeguards the confidential nature of guest, department, and company data, adhering to all policies and Tribal Gaming regulations.
• Assists with administrative functions and data entry for the department as needed.
• Submits reports to VIP Services leadership as requested (daily, weekly, monthly, bi-annual, or annual).
• Performs other duties as assigned to support the efficient operation of the department.

Requirements

• High school diploma or GED required; Bachelor’s Degree in Hospitality or related field preferred.
• Minimum three (3) years of customer service experience required; experience within a Casino/Hospitality environment strongly preferred.

Skills

• Ability to communicate effectively with guests, team members, and leadership, both verbally and in writing.
• Intermediate proficiency in Microsoft Office (Word and Excel) and business communication.
• Technical knowledge and application of CRM systems.
• Ability to provide genuine and sincere service in a friendly and professional manner.
• Demonstrated ability to exercise discretion with confidential information, including credit card details and personal or financial data.
• Active listening skills to tailor service to guest requests.
• Ability to multi-task in a fast-paced, high-demand environment.
• Comfortable working and speaking with the public.
• Experience working under pressure while meeting deadlines and goals.
• Capability to maintain a positive and professional demeanor in challenging situations.
• Self-driven with the ability to work with minimal supervision.
• Critical thinking and efficient problem-solving skills.

Licenses and Certifications

At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license. No driving responsibilities are required for this role.

Physical Requirements

• Primary work environment is in a climate-controlled casino setting.
• May require travel to attend meetings, trade shows, and conferences.
• 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 move up to 40 pounds occasionally.
• Sedentary work involving standing most of the time, with occasional sitting.
• Constant operation of a computer and other office productivity machinery (calculator, copy machine, printer).
• Physical activities include balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
• Hearing sufficient to understand conversational levels in person, via videoconference, and over the telephone.
• Speech sufficient to be heard and understood in person, in front of groups, in meetings, via videoconference, and over the telephone.
• Visual acuity required for preparing and analyzing data, transcribing, viewing a computer terminal, reading extensively, and inspecting employees, visitors, or facilities.
• Mobility sufficient to safely move in an office environment, walk, stoop, bend, kneel, and operate a motor vehicle for travel to events or properties.
• Endurance to sit, walk, and stand for extended periods throughout the work shift and during extended hours.
• May be exposed to fumes or airborne particles, including secondhand smoke. Reasonable accommodation will be made in compliance with applicable law.