Location: Pala, CA
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.
- 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
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
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Application Form
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