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Job Title:   VIP Services Representative
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ARIA Resort & Casino
455051
Hotel Front Desk/Concierge/VIP
Part-Time
21 and over
04
 

JOB DESCRIPTION:
  • 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

JOB REQUIREMENTS:
Required:
  • 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.

Preferred:
  • Previous VIP Services, Front Desk, or Concierge experience.
  • Previous experience working in a similar resort setting.
  • Bi-lingual.

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