Job Overview
Employment Type
Full-time
Work Schedule
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Career Development
wellness programs
Job Description
Yaamava Resort & Casino, operated by the San Manuel Band of Mission Indians, stands as a distinguished luxury destination that transcends traditional gaming experiences by integrating premium hospitality and cultural values unique to the Tribal community. As one of the largest privately owned resorts in the Inland Empire, Yaamava Resort & Casino is renowned for delivering an exceptional guest experience that combines opulent amenities, immersive casino gaming, fine dining, and vibrant entertainment with a commitment to honoring the heritage and vision of the San Manuel Tribe. This property attracts a discerning clientele, including high-profile VIP guests who seek a blend of exclusivity, cultural authenticity, and superior service. The resort's commitment to excellence is demonstrated through its ongoing investment in superior customer service, cutting-edge technology, and the development of a welcoming, inclusive environment that respects Tribal traditions and fosters community engagement.
The Lead VIP Services Concierge at Yaamava Resort & Casino plays a vital role in maintaining and elevating the premium experience for VIP guests across all business units. Under the direction of the VIP Services Leadership, the individual in this position is entrusted with the responsibility of extending premier hospitality and personalized attention, ensuring every interaction reflects the highest levels of discretion and confidentiality. This leadership role is central to building and sustaining guest loyalty through an unwavering commitment to luxury standards, fostering exclusive relationships that resonate with the resort’s brand values of service excellence and respect for community values.
This position is responsible for mentoring and guiding the concierge team, ensuring consistent delivery of exceptional guest experiences aligned with Yaamava Resort & Casino’s brand standards. The Lead VIP Services Concierge is a visible and highly interactive representative of the Tribal community, embodying professionalism and cultural pride while promoting the Tribe’s vision, mission, and values. This role requires an individual with exceptional communication skills and the ability to handle sensitive information discreetly while coordinating complex VIP guest journeys, including accommodations, dining, spa treatments, and entertainment arrangements.
Additional responsibilities include overseeing premium gaming areas and VIP check-in operations, working closely with frontline team members to maintain a seamless and elevated level of service. The ideal candidate will possess a strong network of service partners to secure priority access and deliver unique experiences catering to the exclusive needs of VIP guests. Moreover, this role involves managing various administrative functions, utilizing CRM systems to support personalized guest engagement, and generating comprehensive reports for VIP Services leadership.
The Lead VIP Services Concierge must thrive in a high-demand, fast-paced environment, demonstrating resilience and problem-solving capabilities while maintaining a positive and professional demeanor. This position occasionally requires working evenings, weekends, and holidays, reflecting the dynamic nature of the hospitality and gaming industry. Overall, this role is integral to upholding the Yaamava Resort & Casino’s reputation as a premier luxury resort that honors its Tribal heritage while delivering sophisticated and memorable experiences for its VIP clientele.
The Lead VIP Services Concierge at Yaamava Resort & Casino plays a vital role in maintaining and elevating the premium experience for VIP guests across all business units. Under the direction of the VIP Services Leadership, the individual in this position is entrusted with the responsibility of extending premier hospitality and personalized attention, ensuring every interaction reflects the highest levels of discretion and confidentiality. This leadership role is central to building and sustaining guest loyalty through an unwavering commitment to luxury standards, fostering exclusive relationships that resonate with the resort’s brand values of service excellence and respect for community values.
This position is responsible for mentoring and guiding the concierge team, ensuring consistent delivery of exceptional guest experiences aligned with Yaamava Resort & Casino’s brand standards. The Lead VIP Services Concierge is a visible and highly interactive representative of the Tribal community, embodying professionalism and cultural pride while promoting the Tribe’s vision, mission, and values. This role requires an individual with exceptional communication skills and the ability to handle sensitive information discreetly while coordinating complex VIP guest journeys, including accommodations, dining, spa treatments, and entertainment arrangements.
Additional responsibilities include overseeing premium gaming areas and VIP check-in operations, working closely with frontline team members to maintain a seamless and elevated level of service. The ideal candidate will possess a strong network of service partners to secure priority access and deliver unique experiences catering to the exclusive needs of VIP guests. Moreover, this role involves managing various administrative functions, utilizing CRM systems to support personalized guest engagement, and generating comprehensive reports for VIP Services leadership.
The Lead VIP Services Concierge must thrive in a high-demand, fast-paced environment, demonstrating resilience and problem-solving capabilities while maintaining a positive and professional demeanor. This position occasionally requires working evenings, weekends, and holidays, reflecting the dynamic nature of the hospitality and gaming industry. Overall, this role is integral to upholding the Yaamava Resort & Casino’s reputation as a premier luxury resort that honors its Tribal heritage while delivering sophisticated and memorable experiences for its VIP clientele.
Job Requirements
- High school diploma or GED
- Minimum three years of customer service experience
- Experience in casino or hospitality environment preferred
- Ability to communicate effectively verbally and in writing
- Intermediate proficiency in Microsoft Office preferred
- Technical knowledge of CRM systems
- Ability to provide genuine and sincere service
- Demonstrated discretion with confidential information
- Ability to actively listen and tailor service
- Ability to multitask in fast-paced environment
- Comfort in public interaction
- Experience working under pressure
- Ability to maintain professionalism in challenging situations
- Self-motivated
- Critical thinking and problem-solving abilities
- Ability to obtain and maintain gaming license as required
- No driving responsibilities
Job Qualifications
- High school diploma or GED
- Bachelor’s degree in Hospitality or related field preferred
- Minimum three years of customer service experience
- Experience in casino or hospitality environment preferred
- Effective verbal and written communication skills
- Intermediate proficiency in Microsoft Office
- Knowledge and application of CRM systems
- Ability to provide sincere and professional service
- Proven discretion handling confidential information
- Active listening skills
- Ability to multitask in fast-paced environments
- Comfortable working with the public
- Experience working under pressure to meet deadlines
- Positive and professional demeanor in challenging situations
- Self-driven with minimal supervision
- Critical thinking and efficient problem-solving skills
Job Duties
- Lead daily operating procedures and guide overall efficiency in VIP Services department
- Monitor premium gaming areas and Concierge workstations ensuring flawless technological solutions for guests
- Craft personalized, elevated guest experiences maintaining positive and professional demeanor
- Handle and coordinate all aspects of VIP guest journeys including accommodations, dining, spa, and entertainment reservations
- Respond promptly to special guest requests ensuring full satisfaction
- Maintain a strong network with service partners for optimal guest engagement and priority access
- Initiate and connect with VIP guests in-person and by phone to ensure execution of reservations with sense of urgency
- Oversee VIP arrivals, offering welcome amenities and coordinating with designated personnel
- Serve as liaison between department, vendors, and suppliers
- Provide exclusive casino and hotel tours maintaining brand reputation
- Maintain thorough knowledge of resort features and amenities
- Safeguard confidentiality of guest, department, and company data
- Assist with administrative functions and data entry
- Submit reports to VIP Services leadership as required
- Perform other duties supporting efficient department operation
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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