VIP Services Coordinator - Full Time

M Resort•Henderson, NV

About The Position

WE’RE CHANGING ENTERTAINMENT. COME JOIN US. Don’t just work. Work Happy. A career in gaming? At M Resort, we think you'll enjoy an exciting industry, fast paced days and nights, diverse, enthusiastic co-workers, unlimited growth and support from one of the leaders in the industry. An individual could be successful if they possess the following. WE LOVE OUR WORK. ESSENTIAL DUTIES AND RESPONSIBILITIES The following and other duties may be assigned as necessary: Greets guests actively engaged in gaming and assists team members in player identification. Provides M Dominant and Cross Market guests with hospitality arrangements, including rooms, food, beverages, and assists with special requests. Monitors and manages access to the Owners Club Lounge Provides shift coverage as a visible and accessible representative of the host team Manages the Host on Duty phone, including guest requests and issue escalation Monitors and responds to the MLV-VIPHost email inbox Performs daily hotel folio reviews and manages billing inquiries Supports the NCM program through guest greetings, stay check-ins, and farewells Assists with game day/off property event check-in support Maintains knowledge of casino marketing and player development promotions and encourages guest participation. Maintains knowledge of credit procedures and encourages the use of credit when appropriate. Encourages guest visitation through written correspondence and telemarketing. Assists in resolving guest opportunities and/or conflicts, in fair and equitable manners. Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Proactively engage advantage and active play customers identified as potential VIPs, with the goal of converting them into host-coded players through targeted outreach and relationship development. Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc. Provides assistance to Player Development management as needed. Adheres to all Corporate and local policies, procedures, and operating guidelines. Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.
Associate’s degree (A.A.) or equivalent from two-year College or technical school; minimum of one year Casino Guest Service experience, including but not limited to Player Development, Slots or Table Games; or equivalent combination of experience and education.
Must be proficient in Microsoft Office.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Must have the ability to interact with guests, staff and colleagues and resolve problems and conflicts in a diplomatic and tactful manner.
Must be able to maintain confidentiality and a high level of professionalism at all times.
Must have the ability to write reports and business correspondence.
Must possess excellent oral and written communication skills.
Must have the ability to identify problems, collect data, analyze, and draw valid conclusions.
Must have the ability to interpret a variety of instructions (i.e., written, oral, etc.).
Employee must be able to qualify for licenses and permits required by federal, state and local regulations.
Gaming Registration
Alcohol Awareness Card

Nice To Haves

One (1) year of hosting experience with adequate customer following preferred.
Multilingual Preferred.

Responsibilities

Greets guests actively engaged in gaming and assists team members in player identification.
Provides M Dominant and Cross Market guests with hospitality arrangements, including rooms, food, beverages, and assists with special requests.
Monitors and manages access to the Owners Club Lounge
Provides shift coverage as a visible and accessible representative of the host team
Manages the Host on Duty phone, including guest requests and issue escalation
Monitors and responds to the MLV-VIPHost email inbox
Performs daily hotel folio reviews and manages billing inquiries
Supports the NCM program through guest greetings, stay check-ins, and farewells
Assists with game day/off property event check-in support
Maintains knowledge of casino marketing and player development promotions and encourages guest participation.
Maintains knowledge of credit procedures and encourages the use of credit when appropriate.
Encourages guest visitation through written correspondence and telemarketing.
Assists in resolving guest opportunities and/or conflicts, in fair and equitable manners.
Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
Proactively engage advantage and active play customers identified as potential VIPs, with the goal of converting them into host-coded players through targeted outreach and relationship development.
Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.
Provides assistance to Player Development management as needed.
Adheres to all Corporate and local policies, procedures, and operating guidelines.
Responsible for ensuring the compliance with all regulatory compliance within area of responsibility and reporting potential issues to management.