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VIP Casino Services Lead

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Location: Pala, CA

The VIP Casino Services Lead is responsible for the oversight of the day-to-day operation of VIP Casino Services under direction or the VIP Casino Services Manager. Accountable for providing unparalleled service to all internal and external guests. Be knowledgeable of all Casino, promotions and property happenings. Ensure that all guests’ needs are met at the end of each interaction. Reporting directly to the VIP Casino Services Manager.

  • Minimum of six months experience in making  Hotel reservations
  • Must possess excellent guest service skills, able to speak in a pleasant, quiet and understandable tone
  • Guest resolution, organizational skills, Must possess a friendly demeanor and enjoy interacting with guests, both internal and external
  • Should have excellent telephone presentation, sales skills and ability to upsell a plus
  • Must be able to work a flexible schedule including nights, weekends and holidays due to business needs
  • Should have the ability to accurately type approximately 30 WPM
  • Basic knowledge of computers with experience using Microsoft Word, Excel, and  Outlook
  • Possess the ability to make sound decisions pertaining to the department needs and when interacting with Club Hosts
  • Should have the ability to train all new team members in all required programs to preform job function
  • Must read, writ, and speak English; bi-lingual a plus

Essential Job Functions:

  • Assist in maintaining the day-to-day operations of VIP Casino Services under direction of the VIP Casino Services Manager   
  • Consistently strive to improve job knowledge and performance, thereby assisting in maintaining an efficient and effective operation
  • Manage and maintain room blocks and rooming lists as they are requested
  • Ensuring the productivity and efficiency of Club Hosts by constantly reviewing reports in work performance
  • Manages difficult or emotional guest situations; Responds promptly to guest needs; Responds promptly to requests for service and assistance
  • Train department in all duties and the empowerment needed to reach top performance levels Corresponds with Departments and guests to answer special requests
  • Use upselling techniques, when possible by providing information on offers or promotions
  • Run daily/weekly reports and perform all duties relative to the job assignment in the most productive and professional manner at all times
  • Team Work – Contributes to building a positive team moral
  • Establish an open and close working relationship with the all departments and team members
  • Actively interface with all casino/hotel departments to ensure company goals are met and exceeded
  • Consistently monitor the team to ensure that the highest standards of guest service are always offered and maintained
  • Inform supervisor/Manager of guests’ and team member needs which may require their attention
  • Ensuring that team members are always aware of room availability, promotions and Casino happenings
  • Always look for ways to provide unparalleled service to our guests that will improve our service results
  • Understand that flexibility to work extended hours to meet the department’s needs may be required
  • Maintain a constant awareness of safety and accident prevention, immediately report and/or complete an appropriate accident report form if an accident does occur
  • Constantly be alert for ideas and improvements that could increase productivity and revenues
  • Be knowledge of all emergency procedures
  • Ensuring the productivity and efficiency of Club Hosts by constantly reviewing reports related to work performance
  • Maintain and update all training manuals as well as station books and offer/promotion notebooks
  • Perform same duties as a VIP Casino Services Club Host 
  • Assist the VIP Casino Services Manager to ensure the departments goals are met
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Pala Casino Spa Golf Resort

11154 Highway 76

Pala, CA 92059

Casino Resort

Pala Casino Spa Golf Resort

Pala Casino Spa Golf Resort welcomes your interest in joining our team in our beautiful resort, where we value our employees as our greatest asset.  Just click on the Apply button in this posting and “Continue.....”  and you will be forwarded to our career site, where you can email your resume and complete our company application,

Pala Casino Spa Golf Resort is located in Pala, California on the beautiful Pala Indian Reservation northeast of San Diego, California. We are owned and operated by the Pala Band of Mission Indians, a federally recognized tribe.

As SoCal’s Entertainment Capital, Pala Casino Spa Golf Resort includes a Las Vegas-style casino, including an expansive gaming floor with over 2,000 slot and video machines and 78 table games.

Our hotel features 507 rooms, which include 82 suites, and an award winning 10,000 square foot spa, as well as a fitness center. Our resort is an AAA Four-Diamond Award winner for 15 consecutive years.

Our guests enjoy nine (9) restaurants and two lounges, a 2,000-seat Pala Events Center, an outdoor Starlight Theater and five swimming pools with two hot tubs and 14 luxury cabanas. 

Pala Casino’s wide variety of HD premium sporting and entertainment events, also include an exciting collection of live bands daily at both indoor and outdoor venues.

Pala Casino Spa Golf Resort employees enjoy an exciting work environment, competitive salaries and excellent benefits including Medical, Dental, Vision and a 401(k) plan.  Our Team Members receive free uniforms and enjoy one free meal per shift in our beautiful cafeteria style Team Member dining room.

Click here to read about our exceptional benefits!!

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