VIP Coordinator

Caesars Entertainment; West Lake (FL); On-site; USD 48,000 - 70,000; Full time

Job summary

Caesars Entertainment, Inc. is seeking a VIP Coordinator at Horseshoe Casino & Hotel to serve as the primary contact for VIP guests, Casino Hosts, and internal departments, coordinating hotel stays, transportation, and special events.

The role requires sharp organization, guest-focused service, and the ability to operate in a fast-paced hospitality and gaming environment. The successful candidate will manage reservations, CRM responsibilities, and VIP programs, while resolving guest concerns

Qualifications

• Minimum three (3) years of VIP Services or related guest service experience.
• Experience with Salesforce or other customer relationship management (CRM) systems preferred.
• Knowledge of casino operations, loyalty programs, and guest reinvestment practices.
• Experience handling high-volume internal and external phone communications.
• Ability to coordinate hotel, transportation, dining, and event reservations.

Responsibilities

• Deliver exceptional service to internal and external guests, ensuring courteous, informative, thorough, and friendly interactions.
• Assist Casino Hosts, Credit Executives, and Casino Operations in arranging VIP services and accommodations.
• Review same-day and next-day guest arrivals for reservation accuracy and seamless experiences.
• Manage VIP transportation and plane programs with efficient arrangements.
• Support VIP guest management using Salesforce and other CRM responsibilities.
• Respond to calls regarding reservations, transportation, events, amenities, and local information.
• Maintain knowledge of hotel room types, rates, promotions, transportation, VIP programs, and guest offers.
• Coordinate hotel accommodations, transportation, dining, entertainment, and event bookings for VIP guests.
• Resolve guest concerns professionally while maintaining a service-focused approach.
• Exercise discretion when issuing complimentary services according to guest play and guidelines.
• Maximize hotel occupancy through effective reservation management and guest service.
• Maintain compliance with regulations and company policies.
• Maintain reliable attendance and punctuality.
• Perform additional duties and special projects as assigned.

Skills

VIP services

Customer service

Communications

Organization

Education

High school diploma or equivalent

Tools

Salesforce

CRM systems

Microsoft Office

Job description

At Horseshoe Casino & Hotel, we are committed to creating unforgettable experiences for our guests. As a VIP Coordinator, you will play a vital role in delivering exceptional service to our most valued casino guests while supporting the Casino Marketing team.

This position serves as a primary point of contact for VIP guests, Casino Hosts, and internal departments, coordinating hotel accommodations, transportation, special events, and other personalized services. The ideal candidate is highly organized, guest-focused, and capable of providing professional, courteous service in a fast-paced hospitality and gaming environment.

If you thrive on building relationships, solving problems, and creating memorable guest experiences, we want to hear from you.

• Deliver exceptional service to internal and external guests, ensuring every interaction is courteous, informative, thorough, and friendly.
• Assist Casino Hosts, Credit Executives, and Casino Operations teams in arranging special services and accommodations for VIP guests.
• Review same-day and next-day guest arrivals to ensure reservation accuracy and seamless guest experiences.
• Manage the property's VIP transportation and plane programs, ensuring all arrangements are handled efficiently and accurately.
• Support VIP guest management activities, including Salesforce and customer relationship management responsibilities.
• Respond to incoming calls regarding hotel reservations, transportation, special events, property amenities, and local area information.
• Maintain current knowledge of hotel room types, rates, casino promotions, transportation options, VIP programs, and available guest offers.
• Coordinate hotel accommodations, transportation, restaurant reservations, entertainment, and special event bookings for VIP guests.
• Resolve guest concerns and complaints professionally while maintaining a positive and service-focused approach.
• Exercise discretion and sound judgment when issuing complimentary services and amenities in accordance with guest play and company guidelines.
• Maximize hotel occupancy opportunities through effective reservation management and guest service.
• Maintain compliance with all regulatory, departmental, and company policies and procedures.
• Maintain reliable attendance and punctuality.
• Perform additional duties and special projects as assigned.

• High school diploma or equivalent.
• Previous hospitality, hotel, casino, guest services, or customer service experience.
  • Prefer experience in a casino marketing, player development, hotel front desk, VIP services, concierge, or luxury hospitality role.
• Minimum three (3) years of VIP Services, PBX, reservations, concierge, or related guest service experience.
  • Preferred experience with Salesforce or other customer relationship management (CRM) systems.
  • Knowledge of casino operations, loyalty programs, and guest reinvestment practices.
• Experience handling high-volume internal and external phone communications.
• Ability to coordinate hotel, transportation, dining, and event reservations.
• Strong verbal and written communication skills with a professional and polished demeanor.
• Outstanding customer service skills and a passion for exceeding guest expectations.
• Basic proficiency with Microsoft Office and other business-related software applications.
• Ability to learn and navigate casino, hotel, and customer relationship management systems.
• Strong organizational skills with excellent attention to detail.
  

Physical & Mental Requirements:

• Ability to multitask and prioritize effectively in a fast-paced environment.
• Ability to maintain confidentiality and exercise sound judgment when servicing VIP guests.
• Ability to move throughout all areas of the casino and hotel property.
• Ability to stand, walk, bend, stoop, kneel, reach, and lift as needed throughout the workday.
• Ability to operate computers, telephones, and standard office equipment.
• Ability to respond calmly and make sound decisions in a fast-paced, guest-focused environment.
• Ability to read, write, speak, and understand English.

At Caesars Entertainment, Inc., our Team Members create the extraordinary. We are the largest casino-entertainment company in the U.S. and one of the world's most diversified casino-entertainment providers. Since beginning in Reno, Nevada, in 1937, Caesars Entertainment has grown through the development of new resorts, expansions and acquisitions. Our resorts operate primarily under the Caesars®, Harrah's®, Horseshoe® and Eldorado® brand names. We focus on building loyalty and value with our guests through a combination of impeccable service, operational excellence and technological leadership. The company is committed to its Team Members, suppliers, communities and the environment through its PEOPLE PLANET PLAY framework. Our Caesars family is driven by our Mission, Vision and Values. We take great pride in living these values - Together We Win, All In On Service and Blaze the Trail - every day. Our mission, "Create the Extraordinary". Our vision, "Create spectacular worlds. That immerse, inspire and connect you. We don't perform magic; we create it with excellence. #WeAreCaesars". If you are ready to create some magic, we invite you to explore our dynamic, yet unique, career opportunities.