VIP Services Coordinator

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 seeking a VIP Services Coordinator to support the VIP Department. The role involves providing exceptional service to VIP guests, coordinating reservations, and assisting with budget management.

The ideal candidate should hold a High School Diploma or GED, have at least two years of guest service experience, and possess strong organizational and communication skills. This position requires working in a fast-paced, high-demand environment.

Qualifications

• Must be able to clearly speak, read, and write in English.
• Minimum two years of experience in a guest service environment.
• Detail-oriented with the ability to multi-task.

Responsibilities

• Provide exceptional service to VIP guests and secure VIP reservations.
• Coordinate meetings and assist with training VIP Services team members.
• Monitor departmental budget and submit reports as requested.

Skills

Excellent communication

Problem solving

Attention to detail

Microsoft Office proficiency

Education

High School Diploma or GED

College degree preferred

Job description

Under the direction of Supervisor, VIP Services, the VIP Services Coordinator is responsible for assisting with the administrative duties of the VIP Department. This position provides professional administrative and analytical support by creating schedules, reports and analyses. Monitors the budget for comps and expenses in addition to analyzing complimentary services. With the assistance of a supervisor, to monitor specific responsibilities of frontline team members working on the gaming floor.

Essential Duties and Responsibilities

1. Provide professional and exceptional personalized service while ensuring all VIP preferences are anticipated and met promptly and efficiently. Maintain complete knowledge of all property venues and offsite sponsored venues/services/hours of operation and VIP experiences. Maintain working knowledge of all promotions and special events to effectively navigate the guest experience.
2. Secure VIP reservations including, but not limited to, hotel, spa, exclusive events, dining, transportation, and amenities, as directed for VIP guests. Assist Player Development and Hotel teams by sharing arrangements and confirmations for guests receiving complimentary services. Work daily with sales and production teams to ensure successful coordination, marketing and financial performance of all events. Responsible for daily pre‑arrival planning and creating VIP telemarketing campaigns. Assist in developing and planning VIP events and experiences.
3. Coordinate meetings, create agendas, and capture meeting minutes with staff of other departments. Track information related to booking restrictions, promotions and room rates. Manage and order inventory as necessary and process all VIP Services requisitions. Process weekly payroll timesheets for the Department and support Department scheduling needs. Submit daily, weekly, monthly, bi‑annual or annual reports to VIP Services Leadership, as requested. Monitor departmental budget to avoid exceeding assigned quotas and unnecessary expenditures. Assist with data entry for Department, as needed.
4. Maintain accurate training records and facilitate department onboarding. Assist with training VIP Services team members.
5. Act as contact/liaison between all departments. Collaborate with Analysts to produce outbound/inbound call metrics and VIP block reporting. Collaborate with CRM to monitor VIP offer schedules. Run reports from Synkros, Avaya, and Playersoft systems.
6. Perform other duties as assigned to support the efficient operation of the department.

Education, Experience and Qualifications

• High School Diploma or GED required.
• College degree and previous casino experience preferred.
• Minimum two (2) years of experience in a guest service environment required.

Knowledge, Skills and Abilities (KSA)

• Must be able to clearly speak, read, and write in the English language.
• Intermediate proficiency in Microsoft Office (Word and Excel) preferred.
• Must be 21 years of age.
• Must be detail oriented with the ability to multi‑task.
• Must have the ability to communicate effectively with guests, team members and leadership in both written and verbal form.
• Must be a self‑starter with strong problem‑solving ability.
• Must carry self in a professional business manner.

Licenses, Certifications and Registrations

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
• No Driving Responsibilities: Role does not require a driver’s license or insurance.

Physical Requirements / Working Conditions – Environment

• Primary work environment is in a climate‑controlled casino and office setting.
• Work requires travel to attend meetings, trade shows, and conferences.
• Incumbents may be required to work evening, weekend and holiday shifts.
• Must be able to work in a fast‑paced, high‑demand environment.
• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
• Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
• Physical activities include balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
• Visual acuity required for preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and SanManuel properties.
• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
• The employee may be exposed to fumes or airborne particles including secondhand smoke. Reasonable accommodation will be made in compliance with all applicable law.