VIP Services Representative - MGM National Harbor

MGM Resorts International • Harbor, OR

3d • Onsite

About The Position

Make every call feel like a VIP experience. As a VIP Services Representative at MGM National Harbor, you’ll be the voice behind unforgettable guest moments—turning exclusive offers into seamless, personalized stays that keep our most valued players coming back for more.

Requirements

• High School Diploma or a GED
• 2+ years of experience in VIP services, call center, hospitality, concierge, or front desk

Responsibilities

• Answer incoming calls from guests responding to casino offers, VIP invitations, and gaming promotions
• Deliver a white-glove booking experience by handling hotel, dining, entertainment, and event reservations
• Assist with modifying, canceling, and enhancing reservations while ensuring accuracy across multiple systems
• Evaluate guest gaming activity to determine eligibility for complimentary offers and services
• Settle accounts and apply comps in line with established guidelines
• Anticipate guest needs and identify opportunities to upsell and cross-sell amenities and MGM Rewards benefits
• Collaborate across departments to resolve guest concerns and elevate the overall experience
• Maintain detailed, accurate guest records while multitasking in a fast-paced environment
• Partner with leadership and quality coaches to continuously improve performance

Benefits

• Health & Income Protection benefits (for eligible employees)
• Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more.
• Free meals in our employee dining room
• Free parking on and off shift
• Healthcare, financial, and time off benefits
• Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community
• medical, dental, vision, life insurance, 401(k) plans, and time off plans

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED