VIP Coordinator - FT

## Description

Position Summary

The responsibility of the VIP Coordinator is to provide exceptional personalized service and ensure all Guests’ needs are met in a prompt and efficient manner. The VIP Coordinator will assist Player Development staff and Casino Guests with an assigned Host with arrangements to meet and exceed Guest’s expectations. A VIP Coordinator must be able to initiate and engage in conversation in a professional and friendly manner while maintaining confidentiality at all times. Responsibilities must be performed in accordance with all Company standards, policies, and procedures.

Essential Functions

1. Practice, support, and promote Thunder Valley Casino Resort’s “Winning Attitude” company-wide culture and demonstrate AAA Four Diamond service standards at all times.
2. Answer telephone calls from casino Guests requesting information, reservations, or services from the Player Development staff.
3. Handle operations of daily charter bus arrivals including, but not limited to, greeting Guests, completing daily paperwork, and data entry.
4. Issue promotional offers and make sure Guests have adequate information and assistance when arriving.
5. Input Player Development reservations including, but are not limited to, hotel, spa appointments, concerts, events, golf rounds, dinner, and amenities as directed.
6. Arrange transportation and maintain appropriate log.
7. Review daily VIP arrival list and complete amenities sheets and any other special requests.
8. Follow through on all Guest requests handling whatever details possible and requesting assistance, if needed, from a higher position to complete requests.
9. Work closely with auxiliary departments in the casino to ensure good relationships that will result in ease of cooperation when making arrangements for Guests.
10. Assist Player Development staff in making reservations and arrangements for Guests receiving complimentary services.
11. Maintain complete knowledge of:

• a. All resort facilities/services/department hours of operation and processes
• b. All hotel room types and amenities
• c. Room availability for any given day.
• d. All room rates and promotions.
• e. All Entertainment/special events scheduled.
• f. All dining options menus, hours of operations and promotions
• g. Thunder Rewards program.

1. Provide general information to the public regarding charter bus schedules.
2. Enroll qualified players.
3. Issue Thunder Rewards cards and inputs data into the system.
4. Attend and assist with special events and promotions.
5. Follow all Guest service standards.
6. Assist with special projects when time permits.

## Qualifications

Minimum Qualifications

1. One (1) year experience in VIP Services, front desk, or related Guest service field.
2. Computer proficiency is required. Ability to learn property systems including, but not limited to, hotel management, player management, and Microsoft Office software.
3. Strong Interpersonal and communication skills.
4. Proficiency in a foreign language is preferred.
5. Self-starter with strong problem solving ability.
6. Ability to complete several tasks at once with accuracy.
7. Ability to communicate effectively with Guests, Team Members and Management in both written and verbal form.
8. Must be at least 21 years of age.
9. Must be able to obtain UAIC Tribal Gaming License.

Physical Requirements

1. Requires normal, corrective vision range, the ability to see color and the ability to distinguish letters, numbers and symbols.
2. Requires manual dexterity to use job related equipment.