VIP Services Supervisor (8183)

SUMMARY:

This position is a high-impact, guest-facing, and analytically driven role that supports the strategic operations of the Player Development department and is responsible for combining administrative precision, data-informed decision-making, and elevated VIP relationship management to help drive incremental revenue, strengthen guest loyalty, and enhance the overall VIP experience. In addition, you are the HEART of our Five-Star Experience for guests and fellow Team Members. This includes embodying our Service Promise: We are the Twenty-Nine Palms Band of Mission Indians Team, where your experience is our top priority. Every person and detail matters. Our commitment is to provide outstanding guest service, making every person's experience our priority through consistent service expectations with HEART. Hello, Engage, Anticipate, Resolve, Thank.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- Deliver outstanding guest and Team Member service by consistently upholding the Five-Star Experience, Mission Statement, Service Promise, department standards, and guest-first decision making.

- Serve as the first point of escalation for VIP guest concerns, offer questions, complimentary requests, special accommodations, and service recovery; respond promptly and escalate issues as appropriate.

- Provides operational support for Player Development, Casino Marketing, and VIP events through ticketing coordination, guest redemptions, event preparation, reporting, group code management, and guest service follow-up to ensure exceptional VIP experiences.

- Assists with the planning, coordination, and execution of VIP events and promotional programs, supporting administrative operations and departmental initiatives to drive patron engagement and ensure successful program delivery.

- Coordinate personalized VIP needs, including reservations, invitations, check-ins, seating, transportation, gifting, dining, hotel offers, and guest follow-up.

- Support Casino Hosts and Player Development Management by completing guest requests and follow-ups accurately and on time while demonstrating discretion and cultural awareness.

- Plan, coordinate, and execute VIP promotions, drawings, tournaments, dinners, showroom activations, onsite and offsite events, public relations activities, and Player Development programs from preparation through completion for Spotlight 29 Casino and Tortoise Rock Casino.

- Manage approved ticketing and guest arrangements through Ticketmaster and other approved platforms, including ticket and parking allocations, showroom and executive requests, distribution, redemptions, and usage tracking.

- Verify guest eligibility and redeem player accounts for approved tickets, dinners, VIP dining experiences, hotel offers, gifts, free play, and related promotions in accordance with established procedures.

- Create CMS group codes, player lists, invitation lists, and spreadsheets for applicable events, drawings, dinners, promotions, and other Casino Marketing activities.

- Attend offsite events when necessary and help coordinate guest attendance, transportation, check-in, seating, and event participation.

- Create, maintain, and update reports and tracking records for ticket allocations, attendance, dinner redemptions, offsite participation, group codes, promotional free play, winners, coded player activity, and overall department efforts.

- Gather, organize, format, proofread, and distribute reports, logs, proposals, presentations, promotional records, and other materials supporting Player Development, Casino Marketing, and operational follow-up.

- Assist with guest and Team Member communications by SMS, email, or mail, including birthday, anniversary, invitation, and promotional lists.

- Review English and Spanish materials for accuracy, policy consistency, proper format, and grammatical correctness.

- Maintain organized files and compliance documentation, including correspondence, W-9s, winner identification copies, ticket usage records, redemptions, and related promotional records.

- Collaborate with 29 Rewards, Promotions, Player Development, Food and Beverage, Entertainment, Showroom, Security, and other departments to align guest needs, event logistics, special offers, escalations, and service expectations.

- Assist with marketing communication projects, advertising, public relations, proposals, presentations, and other approved Casino Marketing initiatives.

- Use player tracking, CRM, reservation, reporting, and operational systems to verify eligibility, document actions, review guest information, and support data-driven decisions.

- Review operational reports, guest feedback, service trends, coded player activity, reinvestment considerations, and department metrics to identify improvement opportunities.

- Support office operations by maintaining awareness of property promotions, monitoring equipment functionality, and coordinating with service representatives as needed.

- Maintain budget awareness by monitoring guest service expenses, complimentary usage, staffing efficiency, event support needs, and operational resources.

- Monitor staffing levels, schedules, breaks, and shift coverage to maintain appropriate service levels during peak periods, events, and promotional activity.

- Monitor service quality, productivity, attendance, appearance, communication, and adherence to department standards.

- Assist with onboarding, refresher training, performance feedback, recognition, corrective coaching, training plans, and development opportunities for VIP Services and Players Club Team Members.

- Promote teamwork, accountability, professionalism, punctuality, adaptability, and continuous improvement while maintaining a positive work environment.

- Ensure Team Members follow established policies, procedures, promotion rules, internal controls, gaming regulations, confidentiality standards, guest privacy requirements, and all Minimum Internal Control Standards and Tribal Internal Control Standards.

- Comply with safety policies, procedures, training requirements, and scheduled safety meetings.

- Present a positive image of the Tribal organization to guests, vendors, and Team Members.

- Perform other duties as assigned to support Casino Marketing, VIP Services, guest engagement, Player Development, and overall property objectives.