del Lago Resort Casino VIP Services Representative- Full Time in Waterloo, New York


The VIP Services Representative is primarily responsible for communicating, and booking guests for our various VIP events and hotel rooms. Other responsibilities include providing professional, polished, and anticipatory guest service in all public and premium areas for all del Lago. This position reports directly to the Director of Player Development. The Representative will proactively greet and direct guests to designated VIP areas. All duties are to be performed in accordance with departmental standards.


  • Responsiblefor protecting the integrity of the del Lago brand.

  • Maintainprofessional telephone etiquette

  • Bookguests for hotel rooms and various shows and VIP events

  • Maintainsa positive working relationship with all departments at del Lago.

  • Workshand in hand with our PBX call center and hotel

  • Answersphone inquiries in a pleasant and professional manner, taking messages andgiving proper event/building related information as needed.

  • Assistin check in for various events, when needed.

  • Completesall assigned tasks within the guidelines & deadlines set by Directorof Player Development

  • Maintainsa fun, friendly, and safe environment in assigned sections.

  • Effectivelyand calmly interacts with irritated or emotional guests and employees

  • Communicatesand makes recommendations to the Director of Player Development regardingissues that may require further attention

  • Performall other job-related duties as requested


Must have ability to:

  • Communicate effectively with all levels of TeamMembers, guests and outside contacts.

  • Work effectively in a fast paced environment.

  • Move around all work areas effectively andefficiently.

  • Work long hours, including nights, weekends andholidays.

  • Extended time seated as well as on your feet.

  • Must be able to lift 25 pounds.


MINIMUM EMPLOYMENT REQUIREMENTS: Must be at least 18 years of age, proof of authorization/eligibility to work in the United States, High School Diploma or equivalent, ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form, interpersonal skills with focused attention to guest needs to deal effectively with all business contacts, maintain a professional, neat and well-groomed appearance adhering to del Lago appearance standards, work varied shifts, including weekends and holidays. SPECIFIC POSITIONREQUIREMENTS : Prior customer service experience preferred. Must possess personal computer and data entry skills. Physical ability to access all areas of the property. Must be able to withstand prolonged standing, stretching, bending and kneeling without restriction, work indoors and outdoors, be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, and extreme weather conditions.


In addition to the other duties described herein, each and every Team Member has the following responsibilities related to compliance with laws and regulations:

  • Attendrequired training sessions offered by the casino.

  • Obtainrequired license(s).

  • Perform theduties described in compliance with local laws and regulations.

  • Take thenecessary steps to ensure minors are not allowed to gamble or loiter ingambling areas, drink alcoholic beverages, or purchase tobacco.

  • Haveknowledge of the ordinances, regulations, laws, policies, and proceduresrelating to the Team Member’s department.

  • Haveknowledge of the Property’s programs to address problem gambling.

  • Consult withthe appropriate individuals and maintain an effective system of writtenpolicies, procedures, and internal controls to ensure compliance with thestate regulations and Systems of Internal Controls.

  • Takes theappropriate steps to investigate exceptions, fraud, and potentialviolations and report such instances to the appropriate levels ofmanagement.

  • Reports anyacts of wrongdoing on behalf of any Team Member that they have knowledgeof.

  • Must be able to obtain a New YorkState Gaming License.

EOE Minorities / Females / Protected Veterans / Disabled