Lead VIP Representative

Lead VIP Representative - Full-Time (33269) at Agua Caliente Casinos

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Job Description Summary

The Lead VIP Representative strives to ensure a high level of customer service is maintained while ensuring customers receive a positive casino and hotel experience. Performs additional functions in support of the Player Development Department.

• Manage and communicate event and concert information to the VIP Representatives.
• Manage VIP Representatives work schedules including VSTL requests.
• Manage commentaries for show tickets and rooms per the ACRM Comp Matrix, current availability, and tracking of guest information. Ensure Player Development Team has complimentary codes for all event and hotel offers.
• Order and inventory supplies.
• Develop event promotional scripts used when taking event reservations.
• Ensure Sunset Suite, VIP Services and Primrose are maintained and clean. Ensure Concierge desks are equipped as needed.
• Perform other incidentals and related duties as approved, required and/or assigned by the Player Development Manager.
• Assist and work at Player Development special events.
• Coordinate and assist with Player Development concert ticket blocks.
• Adhere to all Tribal Ordinance, Regulations, the ACRM and ACPS System of Internal Controls, and Standard Operating Procedures.
• Supervise VIP Representatives.
• Ensure access to Sensitive Areas and Information is granted as per the ACGC Access Matrix.

• High school diploma or G.E.D.
• 2-4 years of experience in player development and/or casino customer service.
• Proficient with MS Office.
• Experience with Kronos, Opera and Patron preferred.
• Strong multi-tasking skills.
• Good communication skills and computer literacy.
• Must be able to communicate in English (Spanish a plus).

• Must be able to stand, move and work throughout the office area and properties, including walking up to 1 mile, climbing stairs, and sitting at a desk/workstation for the duration of the shift.
• Must be able to work in a smoke-filled environment.
• Must be able to grasp, bend, lift and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, with sufficient dexterity to use office equipment including a computer keyboard, calculator, general office equipment and multi-line telephone.
• Noise level in the work environment is usually moderate, but may increase when located in the casino environment.