Yaamava' Resort & Casino at San Manuel
Lead VIP Services Concierge
Yaamava' Resort & Casino at San Manuel, Highland, California, United States, 92346
Join to apply for the
Lead VIP Services Concierge
role at
Yaamava’ Resort & Casino at San Manuel .
Under the direction of VIP Services Leadership, the Lead VIP Services Concierge is responsible for extending premium hospitality and exquisite service to our VIP guests across all business units, while operating at the highest level of discretion and confidentiality. This role builds VIP guest loyalty utilizing luxury standards that foster an exclusive guest relationship and commitment to service excellence. It also provides mentorship and guidance to the Concierge team towards consistently delivering an elevated guest experience, aligned with the Yaamava Resort & Casino brand standards. The Lead Concierge may also be required to oversee and train frontline team members working at the premium gaming rooms and VIP check‑in.
This role is highly visible to, and interactive with, premium guests and therefore requires the utmost professionalism while championing the goals and priorities of the Tribe in a manner that reflects and upholds the Tribal Community’s vision, mission and values.
Essential Duties And Responsibilities
Leads daily operating procedures and guides overall efficiency in support of the strategic initiatives of the VIP Services department. Monitors premium gaming areas and Concierge workstations ensuring flawless technological solutions for guests.
Crafts a personalized, elevated guest experience for guests while maintaining a positive and professional demeanor at all times. Handles and coordinates all aspects of a VIP’s guest journey inclusive of, but not limited to, hotel accommodations, dining, spa and entertainment reservations. Responds to special requests from guests and provides prompt follow‑up as needed to ensure needs are met with full satisfaction.
Maintains a strong network with service partners for optimal guest engagement, priority service and priority access for our guests.
Initiates and connects in‑person and by phone with VIP guests to ensure all reservations for exclusive amenities are executed with the highest level of guest service and sense of urgency.
Oversees VIP arrivals while offering welcome amenities and communicates to designated personnel for escort and delivery of amenities. Serves as a liaison between the department, vendors and suppliers.
Provides exclusive casino and hotel tours while explaining services and maintaining a strong brand reputation at all times. Maintains thorough knowledge of Yaamava’ Casino and Resort features and amenities including all outlets, hours of operations, activities and events available.
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.
Assists with administrative functions and data entry for the department as needed. Submits daily, weekly, monthly, bi‑annual or annual reports to VIP Services leadership as requested.
Performs other duties as assigned to support the efficient operation of the department.
Educational, Experience And Qualifications
High school diploma/GED required.
Bachelor’s Degree in Hospitality or related field preferred.
Minimum three (3) years of customer experience required. Experience within a Casino/Hospitality environment strongly preferred.
Knowledge, Skills And Abilities (KSA)
Ability to communicate effectively with guests, team members and leadership, both verbally and in writing.
Intermediate proficiency in Microsoft Office (Word and Excel) and business communication preferred.
Technical knowledge and application utilizing CRM systems.
Must provide a genuine and sincere service experience in a friendly and professional manner.
Ability to exercise utmost discretion with confidential information, including credit card information and personal or financial data from guests.
Active listening skills to provide optimal service tailored to guest requests.
Must be able to multi‑task in a fast‑paced, high‑demand environment.
Comfortable working and speaking with the public.
Experience working under pressure while meeting deadlines and goals.
Maintain a positive and professional demeanor under challenging situations.
Self‑driven with strong ability to work with minimal supervision.
Critical thinking and efficient solution‑generating skills.
Required Licenses, Certifications And Registrations
At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
Select One of the Following for Driving Responsibilities: No Driving Responsibilities: Role does not require a driver’s license or insurance.
Physical Requirements / Working Conditions – Environment
Primary work environment is a climate‑controlled casino setting.
Work requires travel to attend meetings, trade shows and conferences.
Incumbents may be required to work evening, weekend and holiday shifts.
Fast‑paced, high‑demand environment.
Strength sufficient to lift up to 10 pounds occasionally and up to 40 pounds occasionally.
Sedentary work: standing most of the time, occasional sitting, use of computer and office equipment.
Physical activities: balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, repetitive motions.
Hearing and speech adequate for conversational levels in person and via telephone or video conference.
Visual acuity sufficient for reading, computer use and visual inspection of employees, visitors or facility.
Mobility sufficient for office movement, travel to events and operation of a motor vehicle when required.
Endurance to sit, walk and stand for extended periods and maintain efficiency throughout the shift.
Possible exposure to fumes or airborne particles including secondhand smoke.
Reasonable accommodation will be made in compliance with all applicable law.
As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well‑being of its employees. Join our team today!
Referrals increase your chances of interviewing at Yaamava’ Resort & Casino at San Manuel.
#J-18808-Ljbffr
Lead VIP Services Concierge
role at
Yaamava’ Resort & Casino at San Manuel .
Under the direction of VIP Services Leadership, the Lead VIP Services Concierge is responsible for extending premium hospitality and exquisite service to our VIP guests across all business units, while operating at the highest level of discretion and confidentiality. This role builds VIP guest loyalty utilizing luxury standards that foster an exclusive guest relationship and commitment to service excellence. It also provides mentorship and guidance to the Concierge team towards consistently delivering an elevated guest experience, aligned with the Yaamava Resort & Casino brand standards. The Lead Concierge may also be required to oversee and train frontline team members working at the premium gaming rooms and VIP check‑in.
This role is highly visible to, and interactive with, premium guests and therefore requires the utmost professionalism while championing the goals and priorities of the Tribe in a manner that reflects and upholds the Tribal Community’s vision, mission and values.
Essential Duties And Responsibilities
Leads daily operating procedures and guides overall efficiency in support of the strategic initiatives of the VIP Services department. Monitors premium gaming areas and Concierge workstations ensuring flawless technological solutions for guests.
Crafts a personalized, elevated guest experience for guests while maintaining a positive and professional demeanor at all times. Handles and coordinates all aspects of a VIP’s guest journey inclusive of, but not limited to, hotel accommodations, dining, spa and entertainment reservations. Responds to special requests from guests and provides prompt follow‑up as needed to ensure needs are met with full satisfaction.
Maintains a strong network with service partners for optimal guest engagement, priority service and priority access for our guests.
Initiates and connects in‑person and by phone with VIP guests to ensure all reservations for exclusive amenities are executed with the highest level of guest service and sense of urgency.
Oversees VIP arrivals while offering welcome amenities and communicates to designated personnel for escort and delivery of amenities. Serves as a liaison between the department, vendors and suppliers.
Provides exclusive casino and hotel tours while explaining services and maintaining a strong brand reputation at all times. Maintains thorough knowledge of Yaamava’ Casino and Resort features and amenities including all outlets, hours of operations, activities and events available.
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.
Assists with administrative functions and data entry for the department as needed. Submits daily, weekly, monthly, bi‑annual or annual reports to VIP Services leadership as requested.
Performs other duties as assigned to support the efficient operation of the department.
Educational, Experience And Qualifications
High school diploma/GED required.
Bachelor’s Degree in Hospitality or related field preferred.
Minimum three (3) years of customer experience required. Experience within a Casino/Hospitality environment strongly preferred.
Knowledge, Skills And Abilities (KSA)
Ability to communicate effectively with guests, team members and leadership, both verbally and in writing.
Intermediate proficiency in Microsoft Office (Word and Excel) and business communication preferred.
Technical knowledge and application utilizing CRM systems.
Must provide a genuine and sincere service experience in a friendly and professional manner.
Ability to exercise utmost discretion with confidential information, including credit card information and personal or financial data from guests.
Active listening skills to provide optimal service tailored to guest requests.
Must be able to multi‑task in a fast‑paced, high‑demand environment.
Comfortable working and speaking with the public.
Experience working under pressure while meeting deadlines and goals.
Maintain a positive and professional demeanor under challenging situations.
Self‑driven with strong ability to work with minimal supervision.
Critical thinking and efficient solution‑generating skills.
Required Licenses, Certifications And Registrations
At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
Select One of the Following for Driving Responsibilities: No Driving Responsibilities: Role does not require a driver’s license or insurance.
Physical Requirements / Working Conditions – Environment
Primary work environment is a climate‑controlled casino setting.
Work requires travel to attend meetings, trade shows and conferences.
Incumbents may be required to work evening, weekend and holiday shifts.
Fast‑paced, high‑demand environment.
Strength sufficient to lift up to 10 pounds occasionally and up to 40 pounds occasionally.
Sedentary work: standing most of the time, occasional sitting, use of computer and office equipment.
Physical activities: balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, repetitive motions.
Hearing and speech adequate for conversational levels in person and via telephone or video conference.
Visual acuity sufficient for reading, computer use and visual inspection of employees, visitors or facility.
Mobility sufficient for office movement, travel to events and operation of a motor vehicle when required.
Endurance to sit, walk and stand for extended periods and maintain efficiency throughout the shift.
Possible exposure to fumes or airborne particles including secondhand smoke.
Reasonable accommodation will be made in compliance with all applicable law.
As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well‑being of its employees. Join our team today!
Referrals increase your chances of interviewing at Yaamava’ Resort & Casino at San Manuel.
#J-18808-Ljbffr