VIP Support Coordinator - Full Time (Call Center LV)

Responsibilities/Purpose

The LVCC (Las Vegas Call Center) VIP Support Coordinators are well-informed, courteous team members who are responsible for handling all interactions (internal and external) in an efficient, helpful, friendly, upbeat, and professional manner. The VIP Support Coordinator will assist with booking rooms, events, offers, suites, restaurants, shows, spas, golf, limousines, bill-backs, and amenities for the Caesars Entertainment Enterprise, which includes over 45+ properties and any new/future properties acquired.  They are also responsible for any pre and post-arrival needs, which could include assistance with blocking rooms/suites, messaging guests, and cashiering/comping requests. The VIP Support Coordinators are in constant communication with property contacts, property and Corporate Casino Marketing Executives, and Corporate Marketing teams, which allows them to build strong relationships and ensure that internal/external guest needs and requests are accommodated. The LVCC VIP Support Coordinators also assist casino guests with reservation needs on all levels of Direct Marketing offers, Special Events, Complimentary, Best Rate, and Friends and Family Reservations, including verifying offers, booking, modifying, canceling, and cross-selling.

 

Job Functions

• Maintains high level of sales and service skills to meet department standards on Quality Assurance monitoring, Customer Survey/Feedback, Conversion, cross-sell, and other standards as determined by management. 
• Follows department selling strategies including but is not limited to, rate quoting, sales techniques, and multi-property and cross-selling.
• Completes daily tasks such as but not limited to booking, changing, or canceling a reservation and cross-selling. 
• Performs various daily tasks such as but not limited to verifying offers, booking, changing, canceling, cross-selling, and comping special event and casino reservations. Must be able to perform all said functions for all current and future Caesars Entertainment properties. 
• Prioritizes and handles multiple tasks
• Meets department punctuality, attendance, and adherence to guidelines. 
• Meets department appearance guidelines. 
• Safeguards guest confidentiality and privacy following company and department standards. 
• Handles all incoming customer and host transactions promptly, efficiently, accurately, and professionally.
• Clearly communicates and demonstrates enthusiastic service. 
• Assists with special projects and/or additional duties as directed by a Supervisor. 
• Follows supervisor/manager directions, special projects, or additional duties and adhere to a schedule. 
• Proficient in LMS (booking reservations and cashiering), WINET, GSW, CMS, LEAP, Scheduler, Genysys, IVY, and knowledge of Guest Center, SharePoint, and Salesforce
• Knowledgeable regarding all Caesars Entertainment properties.

 

Essential Requirements

Education:    

• High School Diploma or equivalent required.

 

Experience:  

• 1-year Customer Service or Sales experience. 
• Must have a stable work history and be computer literate. 

 

Abilities:

• Must be 21-years of age or older. 
• Must have a pleasant speaking voice and demonstrate strong service skills, enthusiasm, and verbal communication skills. 
• Must possess a friendly demeanor and enjoy interaction with customers, both internal and external. 
• Must be able to read, write, speak and understand English. 
• Must be able to work in high and low-stress areas. 
• Must be able to work in close quarters. 
• Must be multi-task oriented.
• Excellent interpersonal, communication, team-building and problem-solving skills are required. 
• The ability to calmly handle multiple guest situations. 
• Must be able to work with minimal supervision.     
• Must present oneself in a professional manner.
• Ability to perform full duties of dexterity and visual perception
• Maintain a clean and organized work environment.

 

Desired Skills: 

• Knowledge of Windows based PC Applications

 

 

Disclaimer: This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

The above statements are intended to d