VIP SERVICE COORDINATOR

Position Summary

The purpose of this position is to staff the VIP lounge receptionist area, assuring that only authorized players and their guests are admitted, and their needs are met.  It is also to provide administrative and operational support for the Casino Host Team, Player Development Manager and Marketing Department.

Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provides opportunities for qualified team members, and contributes towards the ongoing success of the Pueblo of Sandia today and in the future.  

 Essential Duties and Responsibilities

1. Provides VIP Players the highest quality of customer service in a fast, friendly and timely manner
2. Coordinates and follows up on comp and resort point paperwork including room, food and beverage, show, retail, transportation requests, et.al, for Casino Hosts and Player Development Manager
3. Processes all resort point paperwork relating to direct mail hotel offers in an efficient manner and with less than 1% exception rate
4. Coordinates RSVP responses for mid to high end customers for special events, VIP receptions/dinners and hotel accommodations
5. Reviews patron data to determine access to VIP lounge
6. Performs assigned administrative duties including phone, email, text and computer terminal data entry. 
7. Promotes Peak Rewards registration and membership.
8. Acts as a role model and presents oneself as a credit to Sandia Resort & Casino and encourages others to do the same.
9. Adheres to all department/company policies and procedures.
10. Consistently portrays a positive, friendly and helpful attitude
11. Able to diffuse tense situations with excellent customer service
12. Able to possess superior communication style in a professional and friendly approach.
13. Performs other duties as assigned.
14. Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned schedule each day in accordance with the Attendance Policy for Pueblo of Sandia

 Additional Responsibilities

1. Strives to achieve performance excellence through job knowledge, experience, and focus on continued learning to gain expertise with all job requirements. 
2. Adapts to changing circumstances and demonstrates willingness to support management with all business initiatives.
3. Builds strong interpersonal skills by building a cohesive working relationship with co-workers and internal/external contacts, through collaboration and teamwork. 
4. Demonstrates a professional, knowledgeable, friendly, and an approachable demeanor.

 Key Performance Indicators

This position has Key Performance Indicators (KPI’s) identified as a measurement of success. KPI’s will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI’s as part of the performance review process.

Knowledge, Skills, and Abilities

1. Must have excellent telephone skills
2. Must have excellent verbal and written communication skills
3. Knowledge of computer programs including Microsoft Office (Word and Excel)
4. Ability to learn SOPs in a timely manner
5. Able to multitask
6. Able to work a flexible work schedule including all varying shifts and days of the week including holidays
7. Able to sit and stand for prolonged periods of time
8. Problem solving skills
9. Possesses and maintains a positive approach to customer service

   Education and Experience  

Required:

1. High School Diploma or GED Certification.
2. Two (2) years’ experience in Casino or customer service-related operations.  
3. Must possess and maintain a valid, unrestricted New Mexico Driver’s License.

Note:  Relevant work experience or education may be substituted to satisfy education and/or work experience. 

License/Certifications/Registrations

1. Must be able to obtain and maintain the required STGC Gaming License
2. Will require a pre-employment and random drug screening.

Physical Requirements/Working Conditions

The following selected physical activities are required to perform the essential functions of this position

Physical Requirement

Description

Hearing

Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.

Kneeling

Bending legs at knee to come to a rest on knee or knees.

Lifting

Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles.

Seeing

The ability to perceive the nature of objects by the eye.

Walking

Job requirements include, in the performance of duties, walking throughout the work area, on various work surfaces throughout internal or external locations.

Sitting

Particularly for sustained periods of time.

Standing

Particularly for sustained periods of time.

Stooping

Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.

Talking

Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

Working Conditions Required:

1. Work is performed indoors.
2. Must be willing to work any shift and any day when necessary.
3. Must be able to work extended hours during special events.
4. Work hours subject to change with overtime work required.
5. Subject to hazards which may cause personal bodily harm; smoke; diseases; cuts, bruises, burns, common cold, influenza, dust, odors, and elevated noise levels.
6. Tasks may be performed on uneven, inclined, hard and soft carpeted floors, cement structures and surfaces.
7. Duties may involve walking, standing for long periods of time, sitting and crouching.