VIP Services Representative (Luxor)

Company: MGM Resorts International ( Learn More )

General Information
US-NV-Las Vegas
Not Specified
Not Specified
Not Specified
Job Description Grade:

It is the primary responsibility of the VIP Services Representative to accommodate guest requests in a timely manner, in order to ensure that we are providing excellent service to our guest.  All duties are to be performed in accordance with departmental and property policies and procedures.

  • Answer ACD (automatic call distribution) line in a friendly, professional and timely manner.
  • Practice telephone etiquette standards as established by VIP Service department.
  • Assist guests with booking, changing or inquiring about reservations.
  • Issues complementary amenities based upon specific casino guidelines for levels of play. 
  • Ability to read, understand and evaluate casino play.
  • Suggest activities and book reservation as it pertains to guest entertainment, dining, and other services.
  • Promote the company outlets and amenities by educating guest on restaurants, shows, and other outlets such as spa, retail, and pool.
  • Ensure guest information is updated and accurate at all times. (i.e. address, phone, guest profiles and preferences)
  • Provide excellent service consistent with the property’s core service standards and brand attributes.
  • Assists casino hosts, VIP Lounge, Mlife Rewards Desk, Special Events, Box Office and other departments with information regarding casino guests.
  • 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.
  • Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
  • Own all requests and complaints; resolve issues immediately and follow up to ensure the guest’s satisfaction.
  • Identify and report defects throughout the department; notify Lead or Manager immediately of hazards, injuries, equipment or processes that negatively affect the operations.
  • Keep abreast of changes in procedures, policies, and information pertaining to the operation both of the department and property.
  • Perform all other job related duties as requested.
  • Required: 

  • At least 1 year of guest services experience.
  • At least 6 months experience handling high-volume calls and multi-line phones.
  • Excellent customer service skills.
  • Have interpersonal skill to deal effectively with all business contacts.
  • Professional appearance and demeanor.
  • Work varied shifts, including weekends and  holidays.
  • High school diploma or equivalent.
  • Able to effectively communicate in English, in both written and oral forms.       
  • Preferred:

  • Basic working knowledge of computer programs of Players Club and Opera.
  • Previous experience working in a similar resort setting.
  • Job Requirements