Representative, VIP Support

Provide excellent guest service to all VIP guests and assist VIP Services Team and other Departments to provide VIP Players with an unparalleled level of customer service.

Duties And Responsibilities

Overall Job Responsibilities

• Ensure that all VIP guest’s requests are attended to and delivered with efficiency, accuracy, and in a timely manner.
• To provide VIP and Excellent Customer Service

Functional Job Responsibilities

• Provides excellent service in line with the property’s core service standards and brand attributes.
• Proactively seek to provide refined luxury service ensuring guest satisfaction.
• Impose privacy and limits in giving information to VIPs in accordance with casino policies. Ensure confidentiality of all casino information.
• Maintain complete knowledge of correct maintenance and use of equipment as intended.
• Respond promptly to assigned e-mails received (VIP Support Team- Generic Mailbox).
• Assist and process all types of reservations and guests’ requests such as room, limo, flight, helicopter, golf, restaurant, tours, shows, etc. when guests/players make an inquiry and booking.
• Assist VIP Services Team with hotel booking, limousine, and all other requests from Premium and Junket Players.
• Must be familiar with local attractions /activities and all hotel services, rooms, restaurants, entertainments, health clubs, spas, and other hotel features and amenities to respond and provide accurate information to guest inquiries.
• Up-sell and cross-sell property amenities to guests’ company-wide.
• Own all requests and complaints; resolve issues immediately and follow up to ensure the guest’s satisfaction.
• Answer multi-line phone systems for guests and assist when necessary.
• Arrange land transportation requests with the Hotel Transportation Department.
• Arrange other outsourcing reservations with Hotel Concierges such as city tours, ticket shows, etc.
• Other related duties as necessary

Requirements

EXPERIENCE REQUIRED