VIP Lounge Representative - On Call (Caesars Palace LV)

Caesars Entertainment•Las Vegas, NV

7d•Onsite

About The Position

As a Guests Services Agent, you will be responsible for completing arrival and departure transactions for our VIP guests checking in/out of the hotel. VIP representatives assist in booking all dinner, show, entertainment, and any additional requests for our VIPs. Additionally, Agents are resources for all guest questions and are empowered to assist VIPs when resolving any guest concerns. Agents are expected to take full ownership of all guest requests and see it through, as well as following up with guests. Agents are expected to make pre-arrival, social, and post-stay calls. All preferences and appropriate notes MUST always be recorded and actioned. Agents are expected to adhere to all brand standards from grooming to communication materials, to offering the correct greeting. This role involves processing check-in and check-out transactions for VIPs, assisting VIPs with questions about the city and property, and booking various services. You will also assist with guest service recovery, develop and maintain professional verbiage, and interact with casino hosts. A positive attitude, knowledge of current hotel events, and acting as a liaison for guest requests are crucial. You will implement the Guest Recognition Program, maintain Guest History Profiles, and be available for all guest needs. The role requires knowledge of the product, brand, and services, and may involve room tours and assisting in training new representatives. Proactively elevating the VIP guest experience and generating revenue through room upsells are key aspects. Performance metrics are tied to a FORBES five-star rating, and compensation and service recovery knowledge are developed.

Requirements

Must be 21 years of age or older
Strong Interpersonal and communication skills.
Proficient in a second language would be strongly preferred.
Self-starter with strong problem-solving ability
Detail-oriented and proactive
Savvy with all the required software and programs such as LMS, Hotsos, Go Concierge, Spa Soft and CMS.
Valid Nevada Food Handler’s Card (Health Card)
Valid Nevada Alcohol Awareness Card (TAM)
Ability to perform reaching, stooping and /or crouching motions repeatedly
Must be able to communicate verbally
Must be able to stand for extended periods of time
Must be able to lift 25lbs
High levels of personal hygiene and meet minimum appearance standards.

Nice To Haves

Proficient in a second language would be strongly preferred.

Responsibilities

Process check-in and check-out transactions for VIP’s
Assist VIPs with questions about the city and property
Assist VIPs with booking dinner, show, etc.... able to make thorough and accurate recommendations based on guest’s needs.
Assist with guest service recovery
Develop and maintain professional verbiage.
Interact with casino hosts when needed to provide guest assistance.
Always Display Upbeat, Professional and Positive attitude
Responsible for being apprised of current events in hotel to assist VIP’s
Acts a liaison on behalf of the guest to expedite guest requests
Maintains professional and courteous attitude towards all guests (internal and external)
Anticipating guests' needs and guest expectations
Implement Guest Recognition Program
Records and maintain Guest History Profile noting guest preferences, likes and dislikes of Nobu Hotel CP Guests.
Are available for all guest needs and requests.
Knowledge of the product, brand, and services.
Agents can assist with room tours and site inspections.
Assist in training new guest service representatives as appropriate.
Proactively seek to elevate the VIP guest experience with thoughtful gestures.
Ability to generate revenue through room upsells at check-in experience
Enliven FORBES five-star rating performance metrics
Develops compensation and service recovery knowledge