VIP Representative Under the direction of the Supervisor, Theater Operations, the VIP Representative enhances the VIP experience by providing professional and exceptional personalized service within the Event Center. Builds strong relationships with our VIP guests while ensuring all preferences are anticipated and delivered upon with a professional, Best in Class service.
Essential Duties and Responsibilities:
Serves as a liaison to VIP Guests and Tribal Members by flawlessly executing all requests during the entirety of the event. Ensures VIP areas are set up with anticipated amenities upon the guest's arrival. Arranges personnel for escort, and ensures designated areas are set up with anticipated amenities. Executes VIP guest requests in a professional, efficient manner. Organizes and prioritizes service per appropriate service sequence. Collaborates interdepartmentally to ensure all requirements are met timely and efficiently. Directly resolves any discrepancies in amenities provided with the utmost professionalism and exceptional customer service. Serves as a resource of information for all VIP guests regarding their experience within the event center. Communicates all requested information in an effective manner, inclusive of timelines of the supporting and headliner acts. Manages VIP arrivals; communicates with Theater Operations leadership and Food and Beverage team for escort and delivery of amenities. Provides assistance to other positions, as needed, while communicating effectively with others to enhance the guest experience. Performs other duties as assigned to support the efficient operation of the department. Education, Experience and Qualifications High School Diploma or GED required. Minimum five (5) years of experience in customer experience required. Experience in upscale hospitality within a high-volume setting is strongly preferred. Knowledge, Skills, and Abilities (KSA) Must have working knowledge of high-end entertainment operations, seating procedures, guest relations, and problem solving. Experience in catering to high-end, VIP clients strongly preferred. Must be skilled in diplomacy, handling multiple tasks, verbal skills, organizational skills, and interpersonal skills. Must be capable to diffuse possibly volatile situations with tact and diplomacy. Must be able to work in high volume, fast paced, loud environment. 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. Authorized Driver: Role requires operation or driving of Tribe-owned vehicles or driving patron vehicles. A valid driver's license with an acceptable driving record as determined by the insurance carrier is required.
Physical Requirements/ Working Conditions Environment:
Primary work environment is in a climate-controlled live entertainment setting.
Work requires travel to attend meetings, trade shows, and conferences.
Incumbents may be required to work evening, weekend and holiday shifts.
Must be able to work in a fast-paced, high-demand environment.
Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
Sedentary work: involves standing most of the time and may sit at times. Constantly operates a computer and other office productivity machinery, such as calculator, copy machine, and computer printer.
Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.
Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
The employee may be exposed 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!
