VIP Experience Coordinator

The VIP Experience Coordinator is a support position responsible for assisting the broader VIP team in the seamless execution of online and offline logistics. This role serves as a foundational resource, managing essential administrative tasks, player requests, and high-volume correspondence to support the department’s retention goals. In addition to administrative support, this position is responsible for player outreach to support wider VIP team KPIs. By collaborating closely with multiple internal and external teams, this individual ensures the successful delivery of VIP hospitality and operational excellence both online and offline.

• Provides operational support to the VIP team ensuring successful execution of department-wide retention strategies
• Manage VIP email inboxes and digital requests to provide timely and professional resolutions for player inquiries
• Assist the events team with logistical planning and on-site execution of VIP player events
• Conduct proactive outbound calls to facilitate player engagement and support VIP team goals
• Maintain professional and consistent communication standards across all player interactions
• Facilitate a seamless omnichannel experience by assisting with player requests across both digital and physical property touchpoints
• Maintains, executes, and supports digital strategy focused on player relationships and revenue growth
• Fosters relationships with online customer support team, and be able to help them find the best resolution for high tier guests

• Collaborate and work closely with internal departments within the Mohegan organization
• Represent the company as a professional brand ambassador
• Strictly adhere to all regulatory guidelines and Responsible Gaming protocols, monitoring accounts for signs of problem gambling to protect both the player and Mohegan
• Gather and provide leadership with direct feedback from VIPs
• Actively promotes the Spirit of Aquai

• Perform other duties, as assigned

• High School Diploma or equivalent

• Previous experience in online customer service or a similar role, or three years of guest-facing experience in a high-volume, complex casino or hospitality environment
• Knowledge and understanding of casino games, sports, sports betting and other online gaming required
• Ability to work independently and within a team
• Excellent written and verbal communication skills
• Excellent editing and proofreading skills
• Excellent organizational and multi-tasking skills
• Zendesk experience preferred

• Adheres to compliance and workplace policies, standard operating procedures and jurisdictional regulations and laws
• Projects a friendly, helpful demeanor in person and over the phone
• Maintains accurate records and files

• Mohegan corporate and departmental policies and procedures
• Appropriate regulations that pertain to Mohegan information systems