Lead VIP Representative (Full Time) (36838)

About the role

The Lead VIP Representative ensures a high level of customer service is maintained, providing guests with a positive casino and hotel experience while supporting the Player Development Department.

Responsibilities

• Manage and communicate event and concert information to VIP Representatives.
• Oversee VIP Representatives' work schedules, including VSTL requests.
• Manage commentaries for show tickets and rooms per the ACRM Comp Matrix, current availability, and tracking of guest information.
• Ensure the Player Development Team has complimentary codes for all event and hotel offers.
• Order and inventory supplies.
• Develop event promotional scripts used when taking event reservations.
• Ensure Sunset Suite, VIP Services, and Primrose areas are maintained and clean.
• Equip Concierge desks as needed.
• Perform other incidental and related duties as approved, required, or assigned by the Player Development Manager.
• Assist with Player Development special events.
• Coordinate and assist with Player Development concert ticket blocks.
• Adhere to all Tribal Ordinance, Regulations, and the ACRM and ACPS System of Internal Controls, and Standard Operating Procedures.

Supervisory Responsibilities

• Supervise VIP Representatives.

Qualifications

• High school diploma or G.E.D.
• 2-4 years of experience in player development and/or casino customer service.
• Business fluency with MS Office required.
• Experience with Kronos, Opera, and Patron preferred.
• Strong multi-tasking skills.
• Good communication skills and computer literacy.
• Must be able to communicate in English (Spanish a plus).

Working Conditions

• Must be able to stand, move, and work throughout the office area and properties, including walking up to 1 mile and climbing stairs.
• Must be able to sit at a desk/workstation for the duration of the shift.
• Work environment may be smoke-filled.
• Noise level is usually moderate but may escalate in the casino environment.
• Must be able to grasp, bend, lift, and/or carry goods weighing a minimum of 25 lbs. intermittently.
• Sufficient dexterity to use office equipment, including computers, calculators, and multi-line telephones.