Agent VIP Lounge - On Call

The Agent VIP Lounge plays a vital role in delivering exceptional, personalized service to our most valued guests. Working closely with Management of the VIP Lounge and in collaboration with all hotel departments, this position is responsible for completing arrival and departure transactions for VIP guests, assisting with reservations for dining, shows, entertainment, and fulfilling any additional personalized requests.
In alignment with our Mission—to be a best-in-class, people-first organization delivering exceptional hospitality to our guests, honoring tribal culture while driving economic success—VIP Agents are expected to embody a spirit of service, cultural respect, and operational excellence in every interaction. They contribute to our Vision by helping maximize the property's potential through authentic, approachable guest experiences and fostering a community-driven, employer-of-choice atmosphere.

By living our core values—Integrity, Humility, Unity, Respect, and Excellence—VIP Agents help elevate the guest experience and contribute to a culture of hospitality that is both meaningful and memorable.

Core Responsibilities:

• Efficiently process check-in and check-out transactions for VIP guests with discretion and professionalism.

• Provide personalized concierge services, including booking dining, shows, entertainment, and transportation.

• Offer knowledgeable assistance about the property, amenities, and local attractions.

• Act as a liaison between VIP guests and hotel departments to expedite and fulfill requests.

• Proactively anticipate guest needs and exceed expectations through attentive, proactive service.

• Handle guest service recovery with empathy and efficiency, ensuring satisfaction and resolution.

• Maintain a consistently upbeat, positive, and professional demeanor with all guests and colleagues.

• Stay informed of current hotel events, promotions, and offers to better serve VIP guests.

• Uphold confidentiality and discretion, especially when assisting high-profile or tribal guests.

• Monitor and maintain the VIP Lounge, including cleanliness, ambiance, and refreshment availability.

• Offer and replenish VIP Lounge refreshments during guest interactions.

• Complete daily VIP reports and conduct follow-up calls to ensure guest satisfaction.

• Assist in training and mentoring new VIP Agents to uphold service excellence.

• Manage VIP room assignments, including placing rooms out of order and releasing them as needed.

• Remain PCI compliant be correctly processing credit card authorization forms, accurately handling payments, and verifying guest identification.

• Perform additional duties as assigned by management.

Qualifications:

• High School Diploma or relevant certificate required.

• Must be available to work nights, weekends, and holidays.

• LMS experience is preferred but not required.

• Concierge experience is preferred but not required.

• Minimum of one year of experience in Front Desk, VIP Services, Casino Marketing, or a related casino role.

Physical Demands:

• Must be tolerant of varying conditions of noise level, temperature, illumination, and air quality.

• Work is performed in a lounge setting.

• May be exposed to smoke.

• The noise level in the work environment is usually moderate to loud.

• Constant contact with executives, department management, employees, and guests.

• Prolonged sitting or standing and mobility.

• Standing for extended periods of time as a lounge ambassador.

• Approaching and interacting with guests entering the lounge to request player cards.

• Balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, repetitive motions.

• Lift, carry, push, pull or otherwise move objects and/or move up to 25 pounds occasionally.

• Eye/hand coordination.

• Use of standard office equipment.

• Ability to distinguish letters, numbers, and symbols.

Equal Opportunity Employer:

Palms Casino Resort provides equal employment opportunities to all team members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Palms Casino Resort, its affiliates and subsidiaries will make reasonable accommodations in compliance with applicable law.

We are committed to creating a work environment where the growth and well-being of our team members is the top priority. Join our team today!