VIP Services Representative
About The Position
The VIP Services Representative will utilize the Activities Reservation Tracking System (ARTS) computer program to book VIP guest shows, dinners, cabanas, and limos. They will also send special amenities through room service and print itineraries for guests. This role involves answering a multi-line phone system, assisting guests with hotel reservations, show bookings, dinner reservations, and various other requests. The representative will answer questions regarding accounts and room service to verify amenity delivery and ensure rooms are cleaned by housekeeping. A key part of the role is ensuring all VIP guest requests are met and rooms are prepared for their arrival, as well as ensuring the VIP check-in and check-out process is efficient and flawless. The representative will also solve issues related to guest room bookings, dinners, or show reservations with minimal assistance. They will obtain proper identification and payment for rooms, meet requests for room type, smoking preference, and room views. Additionally, they will ensure guest bills are correct and provided for payment upon departure, and resolve guest bills with casino hosts for additional food, beverages, or show tickets. The role includes checking with casino hosts and comping amenities based on guest casino play. Responsibilities also include stocking and replenishing the lounge refrigerator with drinks and stocking the desk with room keys, key booklets, pens, and folio paper. Daily tasks involve opening the lounge by running ARTS reports for limo and room service information, and closing the lounge by ensuring all guest rooms are assigned with amenities, preparing keys for the front desk, running arrival reports for the next day, and stocking the refrigerator and front desk.
Requirements
- Excellent customer service skills.
- Minimum one year customer service experience.
- Strong telephone etiquette.
- Basic computer program knowledge including Microsoft Office Word, Excel, and LMS+.
- Ability to handle high-volume phone lines and multi-task.
Nice To Haves
- Bachelor's degree preferred.
- One year of front desk or concierge experience preferred.
- One year experience with Lodging Management System (LMS+) systems preferred.
- Bi-lingual preferred.
Responsibilities
- Utilize ARTS computer program to book VIP guest shows, dinners, cabanas, and limos.
- Send special amenities through room service and print itineraries for guests.
- Answer multi-line phone system and assist guests with reservations and requests.
- Answer questions regarding accounts and room service to verify amenity delivery and room cleanliness.
- Ensure all VIP guest requests are met and rooms are prepared for arrival.
- Ensure the VIP check-in and check-out process is efficient and flawless.
- Solve guest issues related to bookings, dinners, or show reservations.
- Obtain proper identification and payment for rooms, and fulfill requests for room type, smoking preference, and room views.
- Ensure guest bills are correct and provided for payment upon departure.
- Resolve guest bills with casino hosts for additional food, beverages, or show tickets.
- Check with casino hosts and comp amenities based on guest casino play.
- Stock and replenish the lounge refrigerator and desk supplies.
- Open the lounge daily by running ARTS reports.
- Close the lounge daily by ensuring all guest rooms are assigned with amenities, preparing keys, running arrival reports, and stocking supplies.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
