VIP Guest Experience Leader

Jamul Casino

Jamul (CA)

On-site

USD 70,000 - 95,000

Full time

41 hours ago

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Job summary

Jamul Casino seeks a VIP Services Supervisor to oversee the VIP Services team and ensure exceptional guest experiences. You will report to the VIP Services Manager and embody the Jamul Casino Resort values in daily operations.

The role focuses on supervising staff, coordinating with Casino Hosts, handling escalations, and driving loyalty through strategic comps and VIP events. Night and weekend availability is required.

Qualifications

High school diploma or equivalent; college degree preferred.
Minimum of 3 years of experience in VIP Services, Casino Host, Hospitality, or Player Development.
Prior supervisory or team leadership experience is strongly preferred.
Strong knowledge of casino operations, comps, and player loyalty programs.
Exceptional interpersonal and communication skills; able to build rapport with diverse guest demographics.
Confident decision-maker with excellent problem-solving abilities.
Ability to multitask and manage priorities in a fast-paced, high-pressure environment.
Tech-savvy with the ability to navigate guest tracking systems and mobile tools.
Detail-oriented and highly organized.
Must be available to work nights, weekends, and holidays as needed, based on guest demand and event schedules

Responsibilities

Supervise, train, and motivate the VIP Services team to deliver high-quality service to VIP guests.
Monitor team performance and provide coaching, feedback, and recognition.
Serve as the main point of contact for escalated guest issues, ensuring timely resolution.
Coordinate with Player Development leadership and Casino Hosts to implement VIP strategies and service initiatives.
Build and maintain relationships with high-value guests to enhance loyalty and drive repeat visits.
Engage and greet guests throughout the property for a welcoming experience.
Oversee hospitality arrangements for VIP guests, including hotel, dining, entertainment, and transportation.
Make strategic comps and offers based on player value and guidelines.
Identify, qualify, and convert new high-potential players.
Lead planning and execution of VIP events with precise guest needs handling.
Collaborate with internal departments to ensure seamless service for VIP events and activations.
Stay informed of promotions, events, amenities, and Sweetwater Rewards to communicate with guests.
Respond to player alerts using mobile devices and guest tracking systems.
Maintain records of guest interactions and service requests.
Ensure compliance with gaming regulations, internal controls, and company policies.
Maintain confidentiality of sensitive guest information.
Other tasks as assigned

Skills

VIP Operations

Guest Service

Team Leadership

Communication

Education

High school diploma or equivalent

College degree preferred

Tools

Guest Tracking Systems

Mobile Tools

Job description

The role focuses on supervising staff, coordinating with Casino Hosts, handling escalations, and driving loyalty through strategic comps and VIP events. Night and weekend availability is required.

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