VIP Representative - Resort Services

Job Purpose or Objective(s): As a VIP Call Center Representative, you will work with Casino Hosts and our Player Development teams to ensure the sustainability of our VIP clientele. The objective is to ensure all VIP calls are handled respectfully while providing quality service. You will report to the Resort Services Shift Manager or Operations Manager.

Location: Durant

Schedule: Regular/Part-Time - 5pm-12am off Sunday & Monday

Pay: $17.55 /hr

Wage access is an option for this position.

Primary Tasks:

1. You will create the ultimate VIP experience by ensuring VIP guest reservations are complete and concise including-Hotel Reservations (Casino Rates, Direct Marketing, and Complimentary), VIP event RSVPs. Restaurant Reservations, and Spa and Cabana Reservations.

2. Maintain a working knowledge of availability, qualifying criteria, room rates, locations, package plans, special features, information on all outlets, hours or operations, and multiple local attractions, to provide an unparalleled guest experience.

3. Maintain a working knowledge of current service offerings, promotions, in-room offering, current product inventory levels, in-house activities, events, and travel conditions. Maintain awareness of departmental goals.

4. Respond to guest’s requests, complaints, or inquiries promptly. Resolve all issues relevant to the guest experience to ensure the issues are addressed to management following policy and procedures.

5. Process guest compliments following casino guidelines.

6. Update guest’s information and maintain the confidentiality of guest and departmental information.

7. Screen all requests to speak directly with a Casino Host.

8. Support the Hotel/Casino, including Casino Hosts, Player Development, Call Center, and the Front Desk with the above-mentioned responsibilities.

9. Perform other responsibilities as assigned.

Job Requirements:

• Excellent customer service skills

• Manage several tasks simultaneously while meeting guest requests.

• Ability to interpret guests’ Casino value

• Ability to provide a luxury experience while engaging in every conversation with guests and associates

• One (1) year experience in a VIP capacity in a high-volume+ luxury environment

• Two (2) years’ experience in a luxury hotel customer service environment

1. You will create the ultimate VIP experience by ensuring VIP guest reservations are complete and concise including-Hotel Reservations (Casino Rates, Direct Marketing, and Complimentary), VIP event RSVPs. Restaurant Reservations, and Spa and Cabana Reservations.

2. Maintain a working knowledge of availability, qualifying criteria, room rates, locations, package plans, special features, information on all outlets, hours or operations, and multiple local attractions, to provide an unparalleled guest experience.

3. Maintain a working knowledge of current service offerings, promotions, in-room offering, current product inventory levels, in-house activities, events, and travel conditions. Maintain awareness of departmental goals.

4. Respond to guest’s requests, complaints, or inquiries promptly. Resolve all issues relevant to the guest experience to ensure the issues are addressed to management following policy and procedures.

5. Process guest compliments following casino guidelines.

6. Update guest’s information and maintain the confidentiality of guest and departmental information.

7. Screen all requests to speak directly with a Casino Host.

8. Support the Hotel/Casino, including Casino Hosts, Player Development, Call Center, and the Front Desk with the above-mentioned responsibilities.

9. Perform other responsibilities as assigned.

• Excellent customer service skills

• Manage several tasks simultaneously while meeting guest requests.

• Ability to interpret guests’ Casino value

• Ability to provide a luxury experience while engaging in every conversation with guests and associates

• One (1) year experience in a VIP capacity in a high-volume+ luxury environment

• Two (2) years’ experience in a luxury hotel customer service environment