JOB PURPOSE:

The VIP Casino Services Lead is responsible for the oversight of the day-to-day operation of VIP Casino Services under direction or the VIP Casino Services Manager. Accountable for providing unparalleled service to all internal and external guests. Be knowledgeable of all Casino, promotions and property happenings. Ensure that all guests’ needs are met at the end of each interaction. Reporting directly to the VIP Casino Services Manager.

QUALIFICATIONS: (Include equipment knowledge/use)

• Minimum of six months experience in making Hotel reservations
• Must possess excellent guest service skills, able to speak in a pleasant, quiet and understandable tone
• Guest resolution, organizational skills, Must possess a friendly demeanor and enjoy interacting with guests, both internal and external
• Should have excellent telephone presentation, sales skills and ability to upsell a plus
• Must be able to work a flexible schedule including nights, weekends and holidays due to business needs
• Should have the ability to accurately type approximately 30 WPM
• Basic knowledge of computers with experience using Microsoft Word, Excel, and Outlook
• Possess the ability to make sound decisions pertaining to the department needs and when interacting with Club Hosts
• Should have the ability to train all new team members in all required programs to preform job function
• Must read, writ, and speak English; bi-lingual a plus

EDUCATION REQUIREMENTS:

• High School Diploma or General Education Degree (GED) required
• College Degree Preferred

LICENSE REQUIREMENTS:

• Ability to obtain and maintain Pala Gaming License

ESSENTIAL JOB FUNCTIONS:

• Assist in maintaining the day-to-day operations of VIP Casino Services under direction of the VIP Casino Services Manager
• Consistently strive to improve job knowledge and performance, thereby assisting in maintaining an efficient and effective operation
• Manage and maintain room blocks and rooming lists as they are requested
• Ensuring the productivity and efficiency of Club Hosts by constantly reviewing reports in work performance
• Manages difficult or emotional guest situations; Responds promptly to guest needs; Responds promptly to requests for service and assistance
• Train department in all duties and the empowerment needed to reach top performance levels Corresponds with Departments and guests to answer special requests
• Use upselling techniques, when possible by providing information on offers or promotions
• Run daily/weekly reports and perform all duties relative to the job assignment in the most productive and professional manner at all times
• Team Work – Contributes to building a positive team moral
• Establish an open and close working relationship with the all departments and team members
• Actively interface with all casino/hotel departments to ensure company goals are met and exceeded
• Consistently monitor the team to ensure that the highest standards of guest service are always offered and maintained
• Inform supervisor/Manager of guests’ and team member needs which may require their attention
• Ensuring that team members are always aware of room availability, promotions and Casino happenings
• Always look for ways to provide unparalleled service to our guests that will improve our service results
• Understand that flexibility to work extended hours to meet the department’s needs may be required
• Maintain a constant awareness of safety and accident prevention, immediately report and/or complete an appropriate accident report form if an accident does occur
• Constantly be alert for ideas and improvements that could increase productivity and revenues
• Be knowledge of all emergency procedures
• Ensuring the productivity and efficiency of Club Hosts by constantly reviewing reports related to work performance
• Maintain and update all training manuals as well as station books and offer/promotion notebooks
• Perform same duties as a VIP Casino Services Club Host
• Assist the VIP Casino Services Manager to ensure the departments goals are met

PHYSICAL/MENTAL REQUIREMENTS: (*Constantly, Frequently, Occasionally)

• Constantly talking; sitting; hearing; speaking; using wrist motion and eye/hand coordination
• Frequently walking; standing; bending; stooping; kneeling and reaching
• Occasionally balancing; lifting and/or carrying up to a maximum of 15 lbs.

WORKING CONDITIONS:

• Work is performed indoors in a climate-controlled environment
• Close spaces while working with others

Job Types: Full-time, Part-time

Pay: $20.00 - $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Holidays
• Night shift
• Overnight shift
• Weekends as needed

Ability to Relocate:

• Pala, CA 92059: Relocate before starting work (Required)

Work Location: In person