VIP Services Representative

Essential Duties And Responsibilities

• Initiates and responds to in-person and phone contact with patrons to ensure all reservations for hotels, special events and entertainment are completed promptly and efficiently.
• Suggests experiences and books reservations as it pertains to guest entertainment, hotel stays and other services.
• Affords assistance to guests with booking changes and inquiries regarding reservations.
• Enters and manages all VIP arrivals; communicates to designated personnel for escort and delivery of amenities.
• Ensures guest information is updated and accurate at all times; verifies addresses, phone numbers, guest profiles and preferences.
• Communicates effectively to guests in high call volume setting.
• Collaborates on travel for patrons to off-site events and activities.
• Safeguards confidential nature of guest, Department and enterprise data; adheres to all policies and procedures set forth by Casino and Tribal Gaming regulations to minimize risk to enterprise and guests.
• Reviews daily arrival report to identify special requests.
• Records and reports all ticket requests from sponsorship venues and distributes said tickets accordingly.
• Affords assistance to Casino Hosts with information regarding casino patrons as requested.
• Performs other duties as assigned to support the efficient operation of the department.

  Qualifications

  • High School Diploma or GED required.
  • Minimum two (2) years of experience in guest service required; must have worked directly with guests; previous experience in a Casino environment highly preferred.

  Knowledge, Skills And Abilities (ksa)

  • Ability to communicate effectively with guests, team members and management, both verbally and in writing a must.
  • Intermediate proficiency in Microsoft Outlook, Word and Excel is necessary.
  • Must possess outstanding communication and interpersonal skills.
  • Ability to multi-task in a fast paced environment required.
  • Ability to maintain a positive and professional demeanor under stressful situations.

  Physical Requirements/ Working Conditions – Environment

  • Primary work environment is in a climate-controlled casino setting.
  • Work requires travel to attend meetings, trade shows, and conferences.
  • Incumbents may be required to work evening, weekend and holiday shifts.
  • Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
  • Sedentary work: involves standing most of the time and may sit at times. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
  • Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
  • Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
  • Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
  • Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
  • Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
  • Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
  • The employee may be exposed to fumes or airborne particles including secondhand smoke.