VIP Service Representative

Since 1986, the award-winning San Manuel Casino (SMC) has built a strong reputation as a premier and renowned casino, drawing patrons from the greater Los Angeles area. With exceptional guest experiences and a multitude of highly-rewarding professional careers, it is an anchor for the local economy and among the largest private employers in San Bernardino County. As an economic development of the San Manuel Band of Mission Indians ("Tribe") pursuant to the Indian Gaming Regulatory Act, it provides the critical funding for tribal government services, infrastructure and the future of the Tribe.
Under the direction of the VIP Services Manager, the VIP Service Representative will assist management with the coordination of all VIP Service related functions. This will include but is not limited to RSVP responses for events, entertainment tickets, hotel, golf and special event reservations. The VIP Service Representative will also build and maintain sponsorship relationships. This position will require direct contact with the public while delivering superior guest service in accordance to department standards, policies and procedures as created by SMC.
Essential Duties & Responsibilities
Initiates and responds to in-person and phone contact with patrons to ensure all reservations for Special Events, hotels, golf and entertainment are completed quickly and efficiently.
Suggests activities and books reservations as it pertains to guest entertainment, hotel stays and other services.
Works in conjunction with our Player Development department to assure VIP guest reservations are accurate and confirmed.
Assists guests with reservation changes and inquiries regarding reservations.
Enters and manages all VIP requests and reservations; communicates to designated personnel for escort and delivery of amenities.
Ensures guest information is updated and accurate at all times; verifies addresses, phone numbers, guest profiles and preferences.
Reviews Player Development requests for VIP customers for all tickets to outside sponsored venues as well as assisting in distribution.
Records and reports all ticket requests from our sponsorship venues and distributes said tickets accordingly.
Communicates frequently with sponsorship venues to ensure contracts are adhered to and that SMC patrons receive superior customer service.
Coordinates transportation for patrons from the casino and to off-site events and activities.
Assists Casino Hosts with information regarding casino patrons as requested.
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.
Performs other duties as assigned.
Education/Experience/Qualifications
High School Diploma or GED required.
Three years of experience in customer service required; must have worked directly with customers; previous experience in a Casino environment highly preferred.
Ability to communicate effectively with guests, team members and management, both verbally and in writing a must.
Intermediate proficiency in Microsoft Outlook, Word and Excel is necessary.
Must possess outstanding communication and interpersonal skills.
Ability to multi-task in a fast paced environment required.
Must be comfortable working and speaking with the public.
Must have experience working under pressure while meeting deadlines and goals.
Ability to maintain a positive and professional demeanor under stressful situations.
Certificates/Licenses/Registrations
At the discretion of the San Manuel Tribal Gaming Commission you may be required to obtain and maintain a gaming license
San Manuel Band of Mission Indians and San Manuel Indian Bingo & Casino will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.



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