VIP Services Representative - MGM National Harbor
About The Position
As a VIP Services Representative, you will deliver indirect personalized, seamless booking experiences for high-value gaming guests. As a trusted point of contact for VIP event invitations and gaming promotions, this role ensures every guest feels valued while actively driving loyalty and repeat business. You will expertly manage reservations across hotel, dining, entertainment, events, and select travel services—maintaining accuracy while multitasking in multiple systems. Also, you will evaluate guest gaming activity to determine complimentary offerings, resolve issues through cross‑department collaboration, and consistently look for opportunities to upsell, cross-sell, and enhance the MGM Rewards experience.
Requirements
- Must be at least 18 years of age.
- High School Diploma or GED.
- At least two (2) years of prior relevant experience within Casino VIP Services, Front Desk, Call Center, or Concierge.
Responsibilities
- Courteously and efficiently, coordinate the requests of guests who are responding to casino gaming offers and casino event invites.
- Multi-task while recording guest information into multiple reservation systems while ensuring maximum data integrity and accuracy.
- Assist with all aspects of their stay by booking modifying, cancelling, hotel, dining, events, entertainment reservations, select flight, and other services.
- Makes decisions for complimentary offers and services based upon an evaluation of customer gaming play.
- Settle accounts and apply comps in accordance with comp criteria.
- Work with Quality Coaches and Supervisors to evaluate individual performance and make efforts to improve performance where the need has been indicated.
- Anticipate guest needs and/or engages guests to capture all possible up-sell and cross-sell opportunities to maximize revenue.
- Effectively communicate with cross-functional departments and internal peers to find resolutions for customer issues that arise as well as assisting with guest recovery and escalations.
Benefits
- Wellness incentive programs to help you stay healthy physically and mentally.
- 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.
- Healthcare, financial, and time off benefits (for eligible employees).
- Free meals in our employee dining room.
- Free parking on and off shift.
- Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
