VIP Services Coordinator - Full Time

M Resort•Henderson, NV

2d•Onsite

About The Position

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. We love our work. This role involves actively engaging with guests, providing hospitality arrangements, managing access to exclusive areas, and supporting player development programs. The VIP Services Coordinator will be a visible and accessible representative of the host team, managing guest requests and escalations, and ensuring a high level of customer service.

Requirements

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions and procedure manuals.
Ability to read and communicate verbally in English.
Written communication skills in English may also be required.
Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Employee must be able to qualify for licenses and permits required by federal, state and local regulations.
Gaming Registration
Alcohol Awareness Card
Regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls.
Frequently required to reach with hands and arms and talk or hear.
Specific vision abilities required by this job include close vision, color vision, and peripheral vision.
Regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.
Must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

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.