Lead VIP Representative (Full Time)

Job Description Summary

The Lead VIP Representative strives to ensure 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.

Essential Duties and Responsibilities (other duties may be assigned)

• 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.
• Responsible for developing 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.
• Assists and works at Player Development special events.
• Coordinates and assists with Player Development concert ticket blocks.
• Must adhere to all Tribal Ordinance, Regulations, and the ACRM and ACPS System of Internal Controls, and Standard Operating Procedures

Supervisory Responsibilities

• VIP Representatives
• Access to Sensitive Areas and Information
• As per the ACGC Access Matrix

Education and/or Experience

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

Working Conditions/Physical Demands

• To perform this job successfully, the individual 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/work station for the duration of the shift. Must be able to work in a smoke filled environment.

• Typically the individual will be housed in an office environment. The noise level in the work environment is usually moderate, but will escalate when located in the casino 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, and sufficient dexterity of hand in order to use office equipment including, but not limited to: a computer keyboard, calculator, general office equipment and multi-line telephone.