VIP Services Trainee

Purpose of the Role

To learn and support VIP guest handling and hospitality operations under supervision, gaining exposure to guest relations, protocol, and premium service standards, with the objective of progressing to a VIP Services Associate role.

Key Responsibilities

Undergo structured training in VIP guest handling procedures, protocols, and service standards.
Observe and assist VIP Services Associates in welcoming, hosting, and attending to VIP/premium guests.
Learn guest profiling — preferences, history, and special requirements — and proper handling of guest data confidentiality.
Understand coordination processes with Front Office, F&B, Cash Desk, Gaming, and Transport for seamless VIP guest journeys.
Learn to arrange guest amenities, room/table reservations, and special requests as directed.
Assist in organizing VIP arrivals/departures, escorting, and event coordination.
Understand loyalty/rewards program benefits and how to communicate them to guests.
Maintain discretion, courtesy, and a high standard of grooming and etiquette at all times.
Attend classroom and on-floor training sessions, complete assessments/evaluations as required.
Maintain discipline, punctuality, and grooming standards as per company policy.

Eligibility / Qualifications

Minimum Graduate; hospitality/tourism background preferred.
Age as per applicable state gaming regulations (typically 21+ years).
Excellent English/Hindi communication skills; additional languages a strong advantage.
Pleasant, well-groomed, and confident personality with a natural guest-service orientation.
Basic computer skills (MS Office, CRM/guest management systems).
No prior experience required — freshers eligible.

Skills to be Developed During Traineeship

VIP guest handling, etiquette, and protocol
Guest profiling and confidentiality management
Cross-departmental coordination for seamless guest experience
Event and arrival/departure coordination
Loyalty program knowledge and guest communication

Working Conditions

Rotational shifts (including nights, weekends, and holidays), as casino operations are 24x7.
Active, guest-facing role involving extended periods of standing, walking, and engagement with guests.
Work in a high-security, camera-monitored environment.

Traineeship Duration & Progression

Minimum 3 months, subject to performance evaluation.
Successful trainees are absorbed as VIP Services Associate based on skill assessment.

VIP Services Associate

Purpose of the Role

To independently manage VIP/premium guest relations, ensuring personalized service, seamless coordination across departments, and an exceptional guest experience that builds loyalty and repeat visitation.

Key Responsibilities

Welcome, host, and personally attend to VIP/premium guests throughout their visit.
Maintain detailed and updated guest profiles — preferences, history, occasions, and special requirements — with strict confidentiality.
Coordinate arrivals, departures, transport, room/table reservations, and special arrangements for VIP guests.
Liaise with Front Office, F&B, Cash Desk, Gaming, Housekeeping, and Transport to ensure a seamless guest journey.
Communicate and administer loyalty/rewards program benefits, offers, and complimentary services.
Anticipate guest needs and proactively resolve any issues or requests during their stay/visit.
Organize and support VIP events, hosting, and special occasions (birthdays, anniversaries, etc.).
Handle guest feedback and complaints with sensitivity, ensuring prompt resolution and service recovery.
Maintain accurate records of guest interactions, preferences, and visit history in the CRM/system.
Uphold the highest standards of discretion, grooming, and professional etiquette at all times.

Eligibility / Qualifications

Minimum Graduate; hospitality/tourism background preferred.
1–2 years of guest relations/VIP services/hospitality experience preferred.
Age as per applicable state gaming regulations (typically 21+ years).
Excellent English/Hindi communication skills; additional languages a strong advantage.
Strong interpersonal skills, discretion, and a polished, confident presence.
Proficiency in CRM/guest management systems and MS Office.

Skills to be Developed / Applied

Advanced VIP relationship management and personalized service
Guest profiling, data confidentiality, and CRM proficiency
Cross-departmental coordination and problem-solving
Event hosting and special occasion management
Complaint handling and service recovery

Working Conditions

Rotational shifts (including nights, weekends, and holidays), as casino operations are 24x7.
Active, guest-facing role involving extended periods of standing, walking, and direct guest engagement.
Work in a high-security, camera-monitored environment.

Progression

Based on performance, may progress to Senior VIP Services Associate / VIP Services Supervisor.

VIP Services Trainee/Associate

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