VIP Services Representative - Vip Services

Hard Rock Hotel & Casino Ottawa•Hollywood, FL

9d•Onsite

About The Position

Under the direction of the Manager – VIP Services offers exceptional personalized service to guests in our high end areas. Provides a number of services, including concierge services and caters to a wide variety of requests from guests.

Requirements

High School Diploma or equivalent
three (3) years guest service experience in a hospitality environment.
Must have knowledge of MS Office to include Word and Excel.
Must be able to communicate effectively with guests in English specific to position duties and responsibilities.

Nice To Haves

Knowledge of LMS or similar software is preferred.

Responsibilities

Exhibit conduct in accordance with all Gaming Commission Regulations and Seminole Tribe of Florida departmental policies and procedures.
Adhere to the highest levels of guest service and provide exceptional guest service that differentiates us from the competition. Ensure the day to day satisfaction of each high end guest.
Greet guests as they enter assigned high end area.
Create VIP reports daily based on VIP arrivals
Work closely with Butlers to execute VIP requests
Meet and greet guests upon arrivals and departures when VIP Manager/Director is unavailable
Coordinate and communicate with other casino and hotel staff to ensure each guest’s experience is memorable and all aspects of the guest visit are executed flawlessly (i.e. Room service, restaurants, housekeeping, high limit gaming areas, etc)
Provide daily shift reports to VIP Services Manager
Preregistering and checking suites, cutting room keys, preparing luggage tags for smooth arrivals.
Complete VIP Daily Checklist
Assist VIP manager for arriving guests – preregistering and walking rooms, cutting room keys, preparing luggage tags for smooth arrivals.
Initiate and engage guests in conversation in a professional and friendly manner while maintaining confidentiality. Approach guests regarding any needs or requests such as food or beverage.
Provide concierge services such as making reservations for shows, dinner, outings, spa or suggesting suitable entertainment options.
Respond to special requests of guests, as well as guest complaints and inquiries in a calm, prompt, courteous manner.
Coordinate with IRD team members to make sure our Coffee, Tea and Snack Credenza is stocked and maintained. Serve our guests in a timely manner should they want a beverage or snack.
Ensure Lounge Space and Front desk Area are maintained
Strive to provide the best and personalized service to each and every guest.
Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate managers of concerns and observations.
Demonstrate actions and behaviors that reinforce the Company’s Mission and Values of Communication, Integrity, Fun, Respect, Accountability, Passion and Dedication.
Ensure prompt and discreet notification to managers and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
Performs other duties as assigned.