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VIP Services Representative
ARIA Resort & Casino
Hotel Front Desk/Concierge/VIP
21 and over
Provide excellent service consistent with the property’s core service standards and brand attributes.
Proactively greet, interact, and assist resort staff in a professional manner to foster and promote a cooperative and harmonious work environment.
Proactively seek to provide refined luxury service ensuring guest satisfaction.
Meet the demands of a fast-paced environment by using good judgment and the ability to multi-task.
Suggest activities and book reservations as it pertains to guest entertainment, dining, and other services.
Practice teamwork, create a positive work environment, greet fellow employees and thank them when they lend assistance.
Assist VIP casino and hotel guest reservations with hotel registration, hotel check out, and concierge requests, and provide all other supporting services.
Maintain complete knowledge of and comply with all departmental policies, procedures, and standards.
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
Provide excellent service consistent with the company’s core service standards and brand attributes.
Perform all duties as deemed necessary for the success of the department.
Be knowledgeable of Department and Hotel goals.
Own all requests and complaints; resolve issues immediately and follow up to ensure the guest’s satisfaction.
Be knowledgeable of Hotel information to answer guest inquiries.
Identify and report defects throughout the Hotel; notify supervisors immediately of hazards, injuries, equipment or processes that negatively affect the operations.
Participate in the property’s sustainability initiative through energy conservation and the use of recycling programs and materials.
Ensure Hotel property and equipment is properly used and maintained.
Protect and utilize Hotel assets in a responsible and professional manner.
Promote the property’s outlets and amenities by educating guests on restaurants, shows, and other outlets such as spa, retail, and pool.
Check guests in and out of the hotel.
Exhibit a professional demeanor and willingness to assist all guests whenever possible.
Up-sell and cross-sell property amenities to guests company-wide.
Process all guest requests and respond promptly and discreetly to guest inquiries.
Book and suggest dining, shows and spa services for guests.
Accommodate guest with nightclub reservations, guest list and table reservations.
Book golf reservations.
Restock VIP Lounge amenities.
Restock penthouse mini-bar amenities at guest check out.
Book limousine reservations.
Contact hosts to review guest bills at check-out.
Assist penthouse guest with curbside check-in, escort and penthouse tour.
Distribute information for casino events.
Update guest information spreadsheets.
Track daily check-in volume.
Suggest activities for guest entertainment including, arcades, shopping, etc.
Request cabana reservations through casino marketing.
Coordinate with housekeeping to ensure daily arrival rooms are cleaned.
Request amenities with room service.
Settle guest’s accounts/bills and collect correct method of payments.
Answer basic property questions and provide information regarding rooms, restaurants, and entertainment for the guests.
Answer multi-line phone system for guests and provide assistance when necessary.
Other related duties as necessary
At least 1 year of guest service experience.
At least 6 months of experience handling multi-line phones.
At least 6 months of cash handling experience.
Excellent customer service skills.
Must have interpersonal skills to deal effectively with all business contacts.
Professional appearance and demeanor.
Work varied shifts, including weekends and holidays.
High school diploma or equivalent.
Must be able to communicate in English, in both written and oral forms.
Previous VIP Services, Front Desk, or Concierge experience.
Previous experience working in a similar resort setting.
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