VIP Coordinator

At Horseshoe Casino & Hotel, we are committed to creating unforgettable experiences for our guests. As a VIP Coordinator, you will play a vital role in delivering exceptional service to our most valued casino guests while supporting the Casino Marketing team.

This position serves as a primary point of contact for VIP guests, Casino Hosts, and internal departments, coordinating hotel accommodations, transportation, special events, and other personalized services. The ideal candidate is highly organized, guest-focused, and capable of providing professional, courteous service in a fast-paced hospitality and gaming environment.

If you thrive on building relationships, solving problems, and creating memorable guest experiences, we want to hear from you.

• Deliver exceptional service to internal and external guests, ensuring every interaction is courteous, informative, thorough, and friendly.
• Assist Casino Hosts, Credit Executives, and Casino Operations teams in arranging special services and accommodations for VIP guests.
• Review same-day and next-day guest arrivals to ensure reservation accuracy and seamless guest experiences.
• Manage the property's VIP transportation and plane programs, ensuring all arrangements are handled efficiently and accurately.
• Support VIP guest management activities, including Salesforce and customer relationship management responsibilities.
• Respond to incoming calls regarding hotel reservations, transportation, special events, property amenities, and local area information.
• Maintain current knowledge of hotel room types, rates, casino promotions, transportation options, VIP programs, and available guest offers.
• Coordinate hotel accommodations, transportation, restaurant reservations, entertainment, and special event bookings for VIP guests.
• Resolve guest concerns and complaints professionally while maintaining a positive and service-focused approach.
• Exercise discretion and sound judgment when issuing complimentary services and amenities in accordance with guest play and company guidelines.
• Maximize hotel occupancy opportunities through effective reservation management and guest service.
• Maintain compliance with all regulatory, departmental, and company policies and procedures.
• Maintain reliable attendance and punctuality.
• Perform additional duties and special projects as assigned.

• High school diploma or equivalent.
• Previous hospitality, hotel, casino, guest services, or customer service experience.
  • Prefer experience in a casino marketing, player development, hotel front desk, VIP services, concierge, or luxury hospitality role.
• Minimum three (3) years of VIP Services, PBX, reservations, concierge, or related guest service experience.
  • Preferred experience with Salesforce or other customer relationship management (CRM) systems.
  • Knowledge of casino operations, loyalty programs, and guest reinvestment practices.
• Experience handling high-volume internal and external phone communications.
• Ability to coordinate hotel, transportation, dining, and event reservations.
• Strong verbal and written communication skills with a professional and polished demeanor.
• Outstanding customer service skills and a passion for exceeding guest expectations.
• Basic proficiency with Microsoft Office and other business-related software applications.
• Ability to learn and navigate casino, hotel, and customer relationship management systems.
• Strong organizational skills with excellent attention to detail.
   

Physical & Mental Requirements:

• Ability to multitask and prioritize effectively in a fast-paced environment.
• Ability to maintain confidentiality and exercise sound judgment when servicing VIP guests.
• Ability to move throughout all areas of the casino and hotel property.
• Ability to stand, walk, bend, stoop, kneel, reach, and lift as needed throughout the workday.
• Ability to operate computers, telephones, and standard office equipment.
• Ability to respond calmly and make sound decisions in a fast-paced, guest-focused environment.
• Ability to read, write, speak, and understand English.