VIP Lounge Representative - MGM National Harbor
About The Position
The VIP Lounge Representative delivers an elevated, personalized guest experience by providing exceptional service and ensuring a seamless VIP check-in and check-out process. The role serves as a primary point of contact for VIP guests, handling reservations, special requests, billing inquiries, lounge access, and food and beverage service while anticipating guest needs and resolving concerns professionally and urgently. The representative maintains lounge operations, cleanliness, and presentation; coordinates with casino hosts and cross-functional teams; manages cash and payment transactions; oversees daily opening and closing procedures; supports special events; and tracks guest preferences and communications to promote guest satisfaction.
Requirements
- Must be at least 18 years of age.
- Must have a high school diploma or GED.
- Prior experience in guest services, front desk, or concierge work.
Responsibilities
- Answer guest questions, facilitate reservations, and verify that special requests and amenities were delivered.
- Ensure the VIP check-in and check-out process is efficient and seamless while fostering a positive relationship between the property and its guests.
- Resolve guest bills with casino hosts for additional food, beverages, or show tickets.
- Ensure charges and credits are posted correctly, collect payments, handle cash and credit transactions, and balance cash and cash-equivalent transactions according to property procedures.
- Open the VIP lounge daily according to department standards, including running Opera reports for guest arrival and departure information and assigning rooms for VIP arrivals.
- Close the VIP lounge daily according to department standards, including ensuring guest rooms are assigned and amenities are sent, taking prepared keys to the front desk, running next-day arrival reports, forwarding phones, and locking the lounge.
Benefits
- Wellness incentive programs to support physical and mental health.
- Company hotel, food and beverage, retail, and entertainment discounts, plus partner discounts.
- Healthcare, financial, and time-off benefits for eligible employees.
- Free meals in the employee dining room.
- Free parking on and off shift.
- Professional and personal development programs, networking opportunities, and community volunteer opportunities.
- Medical, dental, vision, and life insurance plans, 401(k) plans, and time-off plans, subject to eligibility.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
