Lead VIP Concierge

Yaamava Resort & Casino at San Manuel; Highland (CA); On-site; USD 50,000 - 70,000; Full time

Job summary

Yaamava Resort & Casino at San Manuel is looking for a Lead VIP Services Concierge to provide exceptional service to our VIP guests. In this role, you will lead daily operations and ensure a personalized experience for each guest, including accommodations and entertainment arrangements.

The ideal candidate will have a strong background in hospitality, excellent communication skills, and a commitment to maintaining guest confidentiality. Join us to provide the highest level of service in our climate-controlled casino setting.

Qualifications

• Minimum three years of customer service experience required.
• Experience within a casino or hospitality environment strongly preferred.

Responsibilities

• Lead daily operating procedures for VIP Services.
• Craft personalized guest experiences for VIPs.
• Ensure flawless execution of VIP reservations.
• Conduct personalized tours of casino and hotel.
• Provide administrative support to VIP Services.

Skills

Excellent verbal and written communication skills

Intermediate proficiency in Microsoft Office

Technical knowledge of CRM systems

Active listening skills

Critical thinking skills

Education

High school diploma or GED

Bachelor’s degree in Hospitality or related field

Job description

Lead VIP Services Concierge

Under the direction of VIP Services Leadership, the Lead VIP Services Concierge extends premium hospitality and exquisite service to VIP guests across all business units while maintaining the highest level of discretion and confidentiality.

Essential Duties and Responsibilities

1. Lead daily operating procedures and guide overall efficiency in support of the strategic initiatives of the VIP Services department.
2. Monitor premium gaming areas and concierge workstations to ensure flawless technological solutions for guests.
3. Craft a personalized, elevated guest experience, coordinating all aspects of a VIP’s journey including hotel accommodations, dining, spa, and entertainment reservations; respond to special requests and follow up promptly.
4. Maintain a strong network with service partners to provide optimal guest engagement, priority service, and access.
5. Initiate and conduct in‑person and phone interactions with VIP guests to ensure all reservations for exclusive amenities are executed with urgency.
6. Oversee VIP arrivals, offer welcome amenities, and communicate with designated personnel for escort and delivery of amenities; act as liaison between the department, vendors, and suppliers.
7. Provide exclusive casino and hotel tours, explaining services while maintaining strong brand reputation; maintain thorough knowledge of resort features, outlets, hours, activities, and events.
8. Safeguard the confidential nature of guest, department, and company data; adhere to casino and Tribal Gaming regulations to minimize risk.
9. Assist with administrative functions and data entry; submit daily, weekly, monthly, bi‑annual, or annual reports to VIP Services leadership as requested.
10. Perform other duties as assigned to support efficient operation of the department.

Education, Experience & Qualifications

• High school diploma or GED required.
• Bachelor’s degree in Hospitality or related field preferred.
• Minimum three (3) years of customer service experience required.
• Experience within a casino or hospitality environment strongly preferred.

Knowledge, Skills, & Abilities (KSA)

• Excellent verbal and written communication skills.
• Intermediate proficiency in Microsoft Office (Word and Excel) and business communication.
• Technical knowledge and application utilizing CRM systems.
• Capacity to provide genuine and sincere service in a friendly, professional manner.
• Discretion with confidential information, including credit card and personal data.
• Active listening skills to tailor service to guest requests.
• Ability to multi‑task in a fast‑paced, high‑demand environment.
• Comfortable working and speaking with the public under pressure while meeting deadlines.
• Professional demeanor in challenging situations.
• Self‑driven and able to work with minimal supervision.
• Critical thinking and efficient solution‑generating skills.

Licenses, Certifications, and Registrations

At the discretion of the San Manuel Tribal Gaming Commission, a gaming license may be required. Driving responsibilities: none required.

Physical Requirements / Working Conditions

Primary work environment: climate‑controlled casino setting. Requires frequent standing, walking, sitting, and use of a computer. May lift up to 10 pounds overtly and up to 40 pounds occasionally. Must be able to work evening, weekend, and holiday shifts and travel for meetings and conferences. Physical demands include stooping, kneeling, crouching, reaching, and repetitive motions.