Job Overview
Employment Type
Full-time
Work Schedule
Weekend Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Paid holidays
Career Development
Job Description
San Manuel is one of the largest private employers in the Inland Empire and a premier resort and casino destination known for delivering exceptional guest experiences in a vibrant and dynamic environment. The establishment combines entertainment, hospitality, and gaming offerings to create a comprehensive and memorable visitor experience. San Manuel is highly regarded for its commitment to high standards of service, employee development, and community involvement. Employees enjoy a collaborative and inclusive workplace culture that nurtures professional growth and success while operating in a fast-paced, guest-centered environment.
The VIP Services Concierge role at San Manuel is an essential position dedicated to enhancing the experience of high-limit players and valued VIP guests. Reporting directly to the VIP Services Management team, the concierge is responsible for consistently elevating guest satisfaction through personalized and exquisite service tailored to meet the unique needs and preferences of VIP clientele. This role requires someone who thrives in a high-energy, detail-oriented setting and has the ability to anticipate guest needs proactively.
The main duties of the VIP Services Concierge include designing and executing sophisticated experiences related to dining, hotel accommodations, entertainment, transportation, and special event reservations. The concierge serves the high-limit gaming areas by providing exclusive amenities and coordinating closely with hosts and servers to ensure that guest requests are anticipated and fulfilled promptly. Beyond meeting expectations, this role focuses on extending appreciation and loyalty to guests with every interaction.
Guests rely on the concierge for seamless communication and coordination of all reservation details, including managing changes and addressing inquiries, often under high call volume conditions. The VIP Services Concierge plays a crucial role in suggesting promotional opportunities and special events that align with guest interests, thus enhancing the overall value proposition for VIPs.
Additional responsibilities include maintaining accurate and updated guest profiles, verifying contact information and preferences, and managing ticket distribution for sponsorship venues. The position also acts as a liaison with various departments such as Player Development, Guest Services, Food and Beverage, and Public Safety to guarantee timely and effective service delivery.
The VIP Services Concierge must safeguard confidential information, adhering strictly to casino policies and Tribal Gaming regulations to protect both the business and its guests. Maintaining impeccable gaming and non-gaming areas with attention to detail is also a vital aspect of the job.
To succeed in this role, the ideal candidate should possess outstanding communication and interpersonal skills, demonstrate genuine and sincere service experiences, and have the ability to handle multiple tasks in a fast-paced environment while maintaining professionalism and discretion. The role requires at least two years of guest service experience, preferably within casino or hospitality settings, and a high school diploma or GED. Intermediate proficiency in Microsoft Office applications, along with multilingual communication abilities in languages such as Chinese, Vietnamese, Korean, or Tagalog, is considered a valuable asset.
Candidates must be prepared to work flexible shifts, including evenings, weekends, and holidays. Physical demands include the ability to stand for long periods, lift up to 40 pounds occasionally, and engage in activities such as stooping, kneeling, and repetitive motions. A valid driver's license and vehicle insurance are also required due to the need to commute between locations regularly.
San Manuel offers a collaborative work culture with opportunities for career growth and the chance to be part of a respected and forward-thinking organization. If you are passionate about delivering exceptional, personalized service and are committed to creating memorable guest experiences, consider joining the San Manuel team as a VIP Services Concierge today.
The VIP Services Concierge role at San Manuel is an essential position dedicated to enhancing the experience of high-limit players and valued VIP guests. Reporting directly to the VIP Services Management team, the concierge is responsible for consistently elevating guest satisfaction through personalized and exquisite service tailored to meet the unique needs and preferences of VIP clientele. This role requires someone who thrives in a high-energy, detail-oriented setting and has the ability to anticipate guest needs proactively.
The main duties of the VIP Services Concierge include designing and executing sophisticated experiences related to dining, hotel accommodations, entertainment, transportation, and special event reservations. The concierge serves the high-limit gaming areas by providing exclusive amenities and coordinating closely with hosts and servers to ensure that guest requests are anticipated and fulfilled promptly. Beyond meeting expectations, this role focuses on extending appreciation and loyalty to guests with every interaction.
Guests rely on the concierge for seamless communication and coordination of all reservation details, including managing changes and addressing inquiries, often under high call volume conditions. The VIP Services Concierge plays a crucial role in suggesting promotional opportunities and special events that align with guest interests, thus enhancing the overall value proposition for VIPs.
Additional responsibilities include maintaining accurate and updated guest profiles, verifying contact information and preferences, and managing ticket distribution for sponsorship venues. The position also acts as a liaison with various departments such as Player Development, Guest Services, Food and Beverage, and Public Safety to guarantee timely and effective service delivery.
The VIP Services Concierge must safeguard confidential information, adhering strictly to casino policies and Tribal Gaming regulations to protect both the business and its guests. Maintaining impeccable gaming and non-gaming areas with attention to detail is also a vital aspect of the job.
To succeed in this role, the ideal candidate should possess outstanding communication and interpersonal skills, demonstrate genuine and sincere service experiences, and have the ability to handle multiple tasks in a fast-paced environment while maintaining professionalism and discretion. The role requires at least two years of guest service experience, preferably within casino or hospitality settings, and a high school diploma or GED. Intermediate proficiency in Microsoft Office applications, along with multilingual communication abilities in languages such as Chinese, Vietnamese, Korean, or Tagalog, is considered a valuable asset.
Candidates must be prepared to work flexible shifts, including evenings, weekends, and holidays. Physical demands include the ability to stand for long periods, lift up to 40 pounds occasionally, and engage in activities such as stooping, kneeling, and repetitive motions. A valid driver's license and vehicle insurance are also required due to the need to commute between locations regularly.
San Manuel offers a collaborative work culture with opportunities for career growth and the chance to be part of a respected and forward-thinking organization. If you are passionate about delivering exceptional, personalized service and are committed to creating memorable guest experiences, consider joining the San Manuel team as a VIP Services Concierge today.
Job Requirements
- High school diploma or GED required
- minimum two years of experience in guest services required
- must have worked directly with guests
- previous experience in a casino or hospitality environment highly preferred
- ability to communicate effectively with guests, team members and management both verbally and in writing
- intermediate proficiency in Microsoft Outlook, Word and Excel
- must possess outstanding communication and interpersonal skills
- ability to provide a genuine and sincere service experience in a friendly and professional manner
- demonstrated ability exercising utmost discretion with confidential information including credit card information and personal or financial data from customers
- ability to actively listen to provide optimal service tailored to guest requests
- ability to multi-task in a fast-paced, high demand environment
- must be comfortable working and speaking with the public
- experience working under pressure while meeting deadlines and goals
- ability to maintain a positive and professional demeanor under challenging situations
- ability to work with minimal supervision
- ability to critically think and analyze information with efficient solution generating skills
- may be required to communicate verbally and in written form in Chinese, Vietnamese, Korean, or Tagalog
- at the discretion of the San Manuel Tribal Gaming Commission, obtain and maintain a gaming license
- must have a valid driver's license and vehicle insurance with minimum liability limits for regular commuting
- may be required to work evening, weekend and holiday shifts
- physical ability to stand for long periods, lift up to 40 pounds occasionally, and perform activities such as stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions
Job Qualifications
- High school diploma or GED
- minimum two years of experience in guest services
- previous experience in a casino or hospitality environment highly preferred
- ability to communicate effectively with guests, team members and management both verbally and in writing
- intermediate proficiency in Microsoft Outlook, Word and Excel
- outstanding communication and interpersonal skills
- ability to provide a genuine and sincere service experience
- demonstrated ability exercising discretion with confidential information
- ability to actively listen to provide optimal service tailored 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
- ability to maintain a positive and professional demeanor under challenging situations
- ability to work with minimal supervision
- critical thinking and analytical skills with efficient solution generating abilities
- multilingual communication skills in Chinese, Vietnamese, Korean, or Tagalog is a plus
Job Duties
- Provides highest VIP Services standards to our guests in high limit gaming areas
- manages VIP arrivals
- communicates to designated personnel for escort and delivery of amenities
- offers welcome amenities
- initiates and responds to in-person and phone contact with guests to ensure all reservations for hotels, special events and entertainment are executed efficiently
- assists guests with booking changes and inquiries regarding reservations
- communicates effectively to guests in a high call volume setting
- suggests promotions and special event participation pertaining to guests offers
- ensures guest information is updated and accurate at all times
- verifies addresses, phone numbers, email, guest profiles and preferences
- reviews daily arrival report in order to identify special requests
- records and reports all ticket requests at our sponsorship venues and distributes tickets accordingly
- coordinates travel for guests to off-site events and activities
- liaison to Player Development, Guest Services, Food and Beverage, and Public Safety to ensure prompt service
- safeguards the confidential nature of guest, department, and company data
- adheres to all policies and procedures set forth by the casino and Tribal Gaming regulations to minimize risk to the business and to guests
- maintains impeccable gaming and non-gaming areas with great attention to detail
- performs other duties as assigned to support the efficient operation of the department
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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