VIP Services Representative (MGM National Harbor)
Location: National Harbor, Maryland POSITION SUMMARY: It is the responsibility of the VIP Services Representative to fully assist VIP guests and property executives with reservations and room assignments while providing excellent guest service. All duties are to be performed in accordance with federal, state, local laws, regulations, and ordinances, as well as department and Company policies, practices, and procedures. POSITION RESPONSIBILITIES/DUTIES: Answers inbound telephone calls in a friendly, timely manner and makes complex hotel, flight, dining, and event/entertainment reservations where applicable. Analyzes Casino play to determine and establish comp profiles for guest reservations. Coordinates delivery of special amenities and floral orders daily. Receives inbound calls in response to various mailings and invitations. Assists marketing with M life Players club account updates. Follows Payment Card Industry standards. Greets guests on the phone, establishes rapport, and provides excellent service by answering questions, resolving disputes, and adhering to guest requests. Ensure charges, credits, and complimentary services are posted to individual guest folios. Assists guests with billing inquiries including casino revisions with the guidance of the Casino Host. Answers property questions and provides accurate information and recommendations regarding company shows, restaurants, attractions, rooms, M life, casino events, promotions, and directions, while responding effectively to guest inquiries. Assists guests with booking and changing reservations and/or reservation inquiries using multiple reservation systems. Issues complementary amenities based upon specific casino guidelines for levels of play. Assists Casino Hosts, VIP, M life Players club, Box Office and other departments with information regarding casino guests. Strictly enforces the privacy and confidentiality of guests, and limits requests for information pertaining to guests in accordance with hotel policies. Protects the confidentiality of all company files and documents under immediate control. Promotes and maintains the highest level of service to all guests and team members, including smiling, greeting, and making eye contact, while staying alert to their needs. Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor of all unusual events, circumstances, missing items, or alleged theft. SUPERVISORY RESPONSIBILITIES: None EDUCATION and/or EXPERIENCE: Required: High school diploma or equivalent. At least one (1) year of previous guest service experience. Preferred: At least one (1) year of previous Call Center, Casino Marketing, Hospitality, Front Desk, or Concierge experience. Previous experience working in a similar resort setting. Previous experience utilizing computer skills. Bilingual, English as the primary or secondary language. CERTIFICATES, LICENSES, REGISTRATIONS: Gaming Card. KNOWLEDGE/SKILLS/ABILITIES: Customer Service Orientation: The ability to provide excellent service to guests and ensure their complete satisfaction. This includes greeting and interacting with guests in a friendly and enthusiastic manner, building trust, anticipating and meeting guest needs and preferences, remaining calm and professional when dealing with guests that are difficult or upset, taking ownership of guest issues or problems and taking action to quickly resolve them, and caring about and valuing guests. English Language Proficiency: The ability to speak and understand spoken English when giving and receiving instructions, and talking with management, coworkers, and guests. This includes using correct grammar when speaking and not using slang terms. Communication: The ability to communicate information clearly and politely to coworkers, supervisors, and guests when speaking and writing. This includes targeting the amount, style, and content of the information to the needs of the receiver. Telephone Etiquette Skills: The ability and willingness to use proper telephone etiquette, verbiage, and procedures when speaking with others on the telephone. Interpersonal Skills: The ability to develop and maintain professional, trusting, and positive working relationships with managers, supervisors, staff, coworkers, guests, and vendors. This includes being cooperative, approachable, and taking time to listen to and address others' questions or concerns; treating others with kindness, respect, and dignity; and expressing empathy and compassion when dealing with the needs and problems of others. Resolving Conflict: The ability to manage and objectively resolve conflict or disputes between individuals. This includes seeking an understanding of all sides involved in the conflict and striving for win-win solutions. Presentation: The ability and willingness to present oneself with proper grooming, hygiene, and dress. This includes wearing appropriate and clean clothing/uniform and shoes, wearing hair in a neat and clean condition, maintaining personal cleanliness, ensuring neat and clean appearance of own work area, and ensuring property facilities are litter free. Positive Demeanor: The ability to present oneself in a positive, enthusiastic, and professional manner with others and guests. This includes displaying a passion and enjoyment for work; focusing on success; thinking positively about actions and events; and anticipating the best possible outcomes. Multi-Tasking: The ability to process multiple types of information and/or perform multiple tasks simultaneously. Dependability: The ability and willingness to take ownership of work activities and ensure that they are completed accurately, efficiently, and in a timely manner. This includes being conscientious, committed, reliable, trustworthy, and accountable for completing work activities. Adaptability/Flexibility: The ability to work in ambiguous situations and change one's style or approach in response to differing circumstances. This includes being open to change and new information; adapting behavior and work methods in response to new information, changing conditions, or unexpected obstacles; and adjusting rapidly to new situations warranting attention and resolution. Computer Skills: The willingness to learn and ability to use computer systems and software packages to input, access, modify, store, or output information or to execute programs or analyses. This includes the ability to enter and retrieve data from computer systems using a keyboard, mouse, or trackball. Integrity and Company Policies Knowledge: The ability and willingness to uphold ethical standards and comply with all federal, state, and local laws and company policies, procedures, and regulations. This includes maintaining confidentiality of all sensitive and proprietary information and avoiding conflict of interest situations. Work Conditions: The ability to perform job activities in an environment where pipe, cigar, and cigarette smoking is permitted. Property Features/Services: Knowledge of services, promotions, events, restaurants, amenities, hours of operation, property layout, and activities offered by property. Following Policies and Procedures: The ability and willingness to learn and follow the company's policies, procedures, and regulations related to operations, guest relations, human resources, safety, security, and loss prevention. Initiative: The ability and willingness to take independent action and complete job tasks without being instructed to complete them. This includes the ability and willingness to recognize assignments or tasks that need to be completed, to seek out additional assignments or tasks, and to help others. Teamwork: The ability to participate as a committed member of a team. This includes cooperating and working well with other team members to accomplish goals and meet guest needs, being supportive of others, willingly helping others, objectively considering others' ideas and opinions, sharing information with others, adhering to team expectations and guidelines, giving proper credit to others, and fulfilling team responsibilities.