55,360 Vip Services jobs in the United States

Job Description

Overview

As a member of the VIP Services Team, your foremost role will be to assist our VIP Guests while visiting the Plum Lounge. The Concierge will constantly strive to delight our guests, exceeding their expectations through gracious, enthusiastic, and personalized service. Candidates should have sharply honed interpersonal skills; inspire confidence and exude authenticity with regard to both guest and team interactions.

The ideal candidate for this position will possess inherent guest service skills and a commitment to proactive service and recovery as necessary. Members of VIP Services will work to resolve guest issues using a rich set of tools which include real time customer data and alert systems. Members of this team will operate in a highly collaborative way and will deliver on the Hard Rock values, while being held accountable for all service opportunities that may arise.

Responsibilities

Essential Functions

• Proactively greets and validate guest’s credentials upon entrance of the Plum Lounge.
• Uses sound judgment and makes decisions in accordance with established comp and expense guidelines. This role will assist at the Wild Card Club and Promotions when asked by Management.
• Handles difficult guests and situations in a calm, professional and prudent manner.
• Maintains close ties with guests to engender loyalty.
• Seamless coordination with the Casino Marketing teams (Player Development, Account Development ) for comping and service decisions.
• Proactively identifies and resolves service failures; taking immediate action to resolve service gaps and cement player loyalty and intent to return by using comp authority or making exceptions.
• Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty.
• Identifies ways to increase efficiencies and to improve products or services.
• Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business.
• Keeps track of existing products/services and/or progress on new initiatives.
• Must be knowledgeable of all events/promotions/etc. on property and in market.
• Stays up to date with the latest developments in both the local market and industry.
• Complies with and upholds company expectations including policies, procedures, industry regulations, department goals and business strategy.

• Gives consistent, polite, timely, and accurate information and service to all guests; taking the initiative to find the answer when unsure.

Qualifications

Education and Experience

• Must have excellent guest service skills.
• One or more years’ experience casino/hotel, customer service, host or other account management experience (or comparable experience).

Knowledge, Skills & Abilities

• Ability to think independently in making real-time decisions to maximize customer service experience and program profitability.
• Ability to effectively manage time and perform multiple tasks simultaneously.
• Must be proficient with customer point-of-service systems.
• Excellent interpersonal, communication, problem solving, and analytical skills required.
• Must have a systematic and process-oriented mindset to ensure seamless end-to-end customer experiences.
• Strong attention to detail with both trip logistics and customers.
• Must present well-groomed professional appearance.

Under the direction of the VIP Services Shift Manager, the VIP Services Training Specialist is responsible for the administration, coordination, and execution of high-level training for the VIP Services Department. The Training Specialist facilitates applied training for new team members, focusing on practical skill-building applicable to all roles. This position ensures existing team members are up to date on five-star service standards, guidelines, policies, procedures, Standard Operating Guidelines, work methods, and new product training. The Training Specialist also trains all aspects of health and safety compliance, as well as high-level guest service to maintain a best-in-class experience for our VIP guests.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Develops, coordinates, and conducts effective training programs to maintain or improve team member job skills using appropriate industry best practices for content delivery. Facilitates learning via classes, workshops, operational training, and mentoring. Develops and delivers the best practice process for administering training including training room scheduling, facilities set-up and catering, managing and administering all materials for training classes, communications, invitations, pre-work, reminders, follow-up, class attendance processing, completion status, and evaluations. Conducts on-the-job and classroom training on department tools and equipment as well as enterprise, departmental, functional, and job-specific policies/procedures.
2. Conducts new hire orientation for all new VIP Services team members. This includes classroom training as well as follow-up to verify job proficiency and answer questions. Assists in the review and update departmental training manuals. Maintains ongoing development of general training instructions, checklists, and visual aids. Makes recommendations for improvements and/or changes to training materials, courses, etc. Helps ensure policy and procedure compliance with continuous training and refresher training of all VIP Services team members.
3. Develop alternate training methods if the expected improvements are not made. Identifies and evaluate external sources of training materials and courses. Stays current on all existing and new techniques, department equipment, and their recommended uses. Maintains and updates individual and departmental training records and files. Tracks metrics regarding attendance, satisfaction, effectiveness, and use of training.
4. Partners with Casino Marketing leadership and team members for daily operations, planning and implementing processes, services, standard operating procedures, policies, and procedures to address service performance opportunities. Works closely with VIP Services Operations team to ensure continuous development and training of service programs in order to exceed team members' and guests' expectations.
5. Follow up with new team members regularly. Attend meetings and seminars to obtain information useful for training.
6. Performs other duties as assigned to support the efficient operation of the department.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• High School Diploma or GED required.
  
• Associate's degree in a related field preferred
  
• Minimum two (2) years of training experience required.
  
• Minimum four (4) years of relevant experience in a casino environment preferred.
  

• Demonstrates five-star rating service when engaging with internal and external guests.
  
• History of building, leading, motivating, and coaching teams to achieve objectives.
  
• Must have the ability to communicate verbally across all levels of the organization.
  
• Must have good presentation and writing skills and strong computer skills covering Microsoft Office applications as well as all compliance applications.
  
• Strong leadership and people management skills required with good motivational and collaboration emphasis; communicates change effectively, overcomes resistance, and builds commitment.
  
• Ability to delegate, multi-task, lead, and prioritize effectively in a dynamic, fast-paced environment with demonstrated organizational and time management skills.
  
• Must maintain a strict level of confidentiality and act in a manner consistent with all legal and regulatory requirements and in compliance with relevant laws and regulations.
  
• Must be personable and professional, capable of using caution and discretion in communication.
  
• Experience with development, assessment, or review of quality assurance policies, procedures, processes, and internal controls required.
  

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
  
• Driving Responsibilities: Role requires regular commuting between locations. A valid driver's license and vehicle insurance with minimum liability limits is required. Role will not operate or drive Tribe-owned vehicles or patron vehicles.
  

• Primary work environment is in a climate-controlled office 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 sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a 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.
  

We are seeking enthusiastic and dedicated Floor Staff to join our team. As a vital part of our operations, you will ensure a positive experience for all guests while maintaining a welcoming and safe environment. This role is ideal for individuals who enjoy working in a dynamic setting and have a passion for customer service.
CONCESSIONIST
USHER
BOX OFFICE ATTENDANT
Skills:
Proficient guest service, administrative and follow-up skills
Comfortable communication and cooperation with guests, supervisors, peers, subordinates, vendors or partners
Standing, walking, lifting, twisting and bending on a frequent basis
Ability to communicate and work effectively with guests in high- volume setting
Good verbal communication skills as well as math and cash handling skills
Ability to meet tight deadlines under minimal supervision
Work diligently on the goal of excellent service and environment at a non-profit movie theater
Ability to be calm while encouraging positive communication with guests
Positive attitude and neat appearance.
Must speak and understand English.
 

Qualifications:
High energy, can-do attitude, flexibility, teamwork and attention to detail.
Desire and ability to work hard both individually and as a team, and ready to learn and grow.
Commitment to the mission of The Bedford Playhouse.
Willingness to participate in mandatory trainings
Willing to work predominately afternoons, nights and/or weekends
 

Benefits:
Employee discount
Flexible schedule
 

Schedule:
After school
Some evenings
Some weekends

Required qualifications:

• Legally authorized to work in the United States

Preferred qualifications:

• 16 years or older

We are seeking an enthusiastic and experienced Guest Services Supervisor to lead our front-line team in delivering exceptional customer experiences. In this role, you will oversee daily operations, support team members, and handle guest interactions with professionalism and care.

The ideal candidate is a natural leader with a passion for service, strong communication skills, and the ability to solve problems quickly and effectively.

• Supervise and support guest services/front desk staff during assigned shifts
• Ensure all guests receive prompt, professional, and courteous service
• Handle escalated customer issues or complaints effectively and diplomatically
• Train, mentor, and coach guest services team members
• Monitor daily operations and ensure procedures are followed
• Maintain accurate records of guest feedback, shift activities, and incidents
• Collaborate with management to improve service quality and efficiency
• Ensure the lobby/front desk area is clean, organized, and welcoming

• High school diploma or equivalent (Bachelor’s degree preferred)
• 2+ years of experience in guest services, front desk, or customer-facing roles
• 1+ year in a supervisory or leadership position preferred
• Excellent communication, interpersonal, and problem-solving skills
• Comfortable with point-of-sale systems, scheduling software, and office tools
• Ability to stay calm under pressure and handle high-stress situations
• Strong organizational skills and attention to detail