Job Overview
Employment Type
Full-time
Compensation
Hourly
Range $15.50 - $19.75
Work Schedule
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Training and Development
Job Description
San Manuel is one of the Inland Empire's largest private employers, known for its dedication to fostering a thriving work environment that values growth, well-being, and opportunity. The organization operates Yaamava Resort & Casino, a luxurious hospitality and entertainment destination that blends world-class gaming, dining, entertainment, and accommodations with the rich culture and values of the San Manuel Tribe. The resort emphasizes excellence in guest service and a premium experience that reflects the Tribal Community's vision, mission, and values. Within this vibrant, upscale environment, the Lead VIP Services Concierge role plays a crucial part in delivering exceptional hospitality tailored to high-value guests. This position offers a full-time, employee-focused career path with competitive pay that reflects the premium standards of service expected by the resort and the Tribal Gaming community.
The Lead VIP Services Concierge is responsible for extending premium hospitality and meticulous service to VIP guests across all business units of Yaamava Resort & Casino. Operating under the direction of VIP Services Leadership, the role requires the utmost professionalism and discretion due to the highly visible nature of interactions with premium guests. The main goal of this position is to build and sustain VIP guest loyalty through luxurious, personalized service that fosters exclusive guest relationships and exemplifies service excellence aligned with brand standards. This includes leadership elements such as mentoring the concierge team, overseeing frontline staff at premium gaming rooms and VIP check-in, and ensuring flawless execution of services with attention to the finest details.
Key responsibilities involve managing daily team operations, monitoring premium gaming areas, and utilizing technological solutions to enhance guest experiences. The Lead Concierge crafts personalized journeys that integrate hotel stays, dining, spa, and entertainment, providing seamless coordination for reservations and special requests. The role works closely with internal and external service partners to ensure optimal guest engagement and priority access to amenities. Additionally, the position includes duties such as greeting VIP guest arrivals, orchestrating exclusive tours of the resort, maintaining knowledge of all resort features and offerings, and safeguarding confidential information in adherence to stringent privacy and Tribal Gaming regulations.
Working in a fast-paced, high-pressure environment, the Lead VIP Services Concierge must maintain a calm, professional demeanor at all times. The position requires strong multitasking and critical thinking abilities while fostering a positive team culture through effective communication and leadership. This role offers an exciting opportunity to be part of a prestigious hospitality environment, contributing directly to reputation and guest satisfaction with a commitment to upholding the values and high standards of the San Manuel Tribal Community.
The Lead VIP Services Concierge is responsible for extending premium hospitality and meticulous service to VIP guests across all business units of Yaamava Resort & Casino. Operating under the direction of VIP Services Leadership, the role requires the utmost professionalism and discretion due to the highly visible nature of interactions with premium guests. The main goal of this position is to build and sustain VIP guest loyalty through luxurious, personalized service that fosters exclusive guest relationships and exemplifies service excellence aligned with brand standards. This includes leadership elements such as mentoring the concierge team, overseeing frontline staff at premium gaming rooms and VIP check-in, and ensuring flawless execution of services with attention to the finest details.
Key responsibilities involve managing daily team operations, monitoring premium gaming areas, and utilizing technological solutions to enhance guest experiences. The Lead Concierge crafts personalized journeys that integrate hotel stays, dining, spa, and entertainment, providing seamless coordination for reservations and special requests. The role works closely with internal and external service partners to ensure optimal guest engagement and priority access to amenities. Additionally, the position includes duties such as greeting VIP guest arrivals, orchestrating exclusive tours of the resort, maintaining knowledge of all resort features and offerings, and safeguarding confidential information in adherence to stringent privacy and Tribal Gaming regulations.
Working in a fast-paced, high-pressure environment, the Lead VIP Services Concierge must maintain a calm, professional demeanor at all times. The position requires strong multitasking and critical thinking abilities while fostering a positive team culture through effective communication and leadership. This role offers an exciting opportunity to be part of a prestigious hospitality environment, contributing directly to reputation and guest satisfaction with a commitment to upholding the values and high standards of the San Manuel Tribal Community.
Job Requirements
- High school diploma or GED
- Minimum three years of customer experience
- Experience in casino or hospitality environment
- Effective communication skills
- Ability to use Microsoft Office and CRM systems
- Must exercise discretion with confidential information
- Ability to multitask in fast-paced setting
- Comfortable interacting with the public
- Ability to work under pressure meeting deadlines
- Maintain positive and professional demeanor
- Self-driven with minimal supervision
- Critical thinking abilities
- May require gaming license from Tribal Gaming Commission
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 Word and Excel
- Experience with CRM systems
- Ability to deliver genuine and professional service
- Demonstrated discretion with confidential information
- Strong multitasking skills in high-demand environments
- Ability to work with minimal supervision
- Critical thinking and problem-solving skills
- Positive and professional demeanor under pressure
Job Duties
- Lead daily operating procedures and guide efficiency of VIP Services department
- Monitor premium gaming areas and Concierge workstations
- Craft personalized and elevated guest experiences
- Handle all aspects of VIP guest journeys including accommodations, dining, spa, and entertainment reservations
- Maintain network with service partners for guest engagement and priority access
- Initiate contact with VIP guests to confirm reservations and services
- Oversee VIP arrivals and coordinate welcome amenities
- Provide exclusive casino and hotel tours
- Safeguard confidential guest and company information
- Assist with administrative functions and departmental reporting
- Perform additional duties as assigned to support departmental operations
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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