VIP Concierge

Viejas Enterprises



GENERAL SUMMARYThe VIP Concierge will provide VIP High Limit guests with a world class gaming experience by greeting and attending to the requirements of the VIP Players and building strong relationships with guests through specialized, personalized and preferential guest service.CORE SCOPE OF POSITION* Works at the VIP Club desk or other VIP contact points to greet and provide support to the VIP players ensuring quality guest service in accordance with company's established operational/marketing strategies.* Builds strong relationships with guests through specialized, personalized and preferential guest services.* Makes bookings, reservations and other requests for guests on and off property.* Calls for shuttle, taxi, hotel reservations, etc.* Assists with seating VIP guests at The Buffet during peak hours as defined by the supervisor.* Attains personalized VIP guest information to assist the Player Development staff in guest service.* May issue comps to guests within specific guidelines.* Actively seeks guests that are not in the V Club utilizing strong sales ability to solicit the V Club rewards and sign up new members.* Energetically encourages guests to sign-up for V club cards while they are playing on the casino floor utilizing preferred selling techniques.* Explains the V Club in detail to all guests, including the benefits and function of the club card and how points are earned. Inputs and retrieves guest account information on the computer system accurately and expediently.* Provides guests with accurate redemption information and issues appropriate redemption.* Redeems vouchers for promotions.* Communicates with V Club Supervisor or other manager to assist with problem resolution, service recovery or other.* Assists Player Development staff in planning and promoting casino events, parties, promotions, tournaments and other functions to encourage players to make return visits to the casino.* Maintains confidentiality of all players' information.* Places phone calls to guests with scripted information as assigned.* Partners with and assists other team members to promote an environment of teamwork and achieve common goals.* Follows company and departmental policies and standard operating procedures, and applicable governmental laws and regulations.* Adheres to all hygiene and safety standards. Ensures that a clean, safe, hazard-free work environment is maintained.* Performs all other duties as assigned.FOUR STAR AND FOUR DIAMOND SERVICE COMMITMENTAll Team Members will display a Forbes Travel Guide Four Star and AAA Four Diamond commitment to Customer Service through the delivery and maintenance of the Quality Standards established by Viejas Casino & Resort.INTERACTION* Interacts with internal/external guests and peer groups.SUPERVISION* Does not provide supervision to others.EDUCATION/CERTIFICATION* High school diploma or general education degree (GED) required.EXPERIENCE* 1 to 3 years of related experience and/or training.* Guest service experience preferred.KNOWLEDGE AND SKILLS* Strong guest service skills.* Must be able to use a Player Tracking System to review guest accounts for gaming activity, promotions, redemption of promotions and coupons.* Knowledge of Microsoft Office.* Detail-oriented, organized, self-motivated, and values teamwork.* Strong communication skills, both verbally and in written form.* Ability to multi-task and work in a fast-paced environment.* Must be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.PHYSICAL DEMANDS/WORK ENVIRONMENT* See working conditions form for this position.Position Type Full-Time/Regular

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