Job Description
WHAT YOU’LL DO
It is the responsibility of the VIP Guest Services Representative to provide exceptional personalized service and ensure all guests needs are met in a prompt and efficient manner. A VIP Guest Services Representative will assist high level casino guests from the time they arrive at the property to the time they depart, ensuring the guests expectations are exceeded. They have the ability to know all hotel/casino facilities and services, special events, and local attractions. A VIP Guest Services Representative must be able to initiate and engage in conversation in a professional and friendly manner while maintaining confidentiality at all times.
ROLE EXPECTATIONS
Responsibilities include, but are not limited to, the following:
- Check-in Rio Rewards guests demonstrating VIP Service Standards and Assessment form requirements.
- Greet high level guests as they enter in Registration, offer refreshments, engage in non-business related questions and expedite guest service processes.
- Distribute mail and information noted in the system as directed by the Management.
- Input same day room reservations via telephone/casino personnel, gathering relative information and obtaining all information from appropriate casino personnel when necessary.
- Answer phones and assist with guest questions.
- Provide concierge services for guests as requested and keep accurate logs of same.
- Reservations may include but are not limited to: spa appointments, shows, dinner, etc.
- Arrange transportation and maintain appropriate log.
- Prepare VIP arrival list and block rooms as they become available.
- Ensure guest information (i.e.: address, phone, guest profiles and preferences) is updated and accurate at all times.
- Settle accounts upon check-out to the correct folio in accordance with comp criteria and casino host input.
- Maintain cleanliness of Registration area and report maintenance issues as they arise.
- Assist with special projects when time permits. All other job duties as assigned.
SUPERVISORY RESPONSIBILITIES
- This position does not have supervisory responsibilities.
REQUIREMENTS
- Must be 21 years of age or older.
- High school graduate or equivalent is required.
- Strong Interpersonal and communication skills.
- Proficient in a second language would be beneficial.
- Self-starter with strong problem solving ability.
- 6 months experience in basic computer knowledge;
- Excellent oral and written communication in English.
- Must be able to tolerate secondary smoke; close knit environment, with constant co-worker involvement.
- Must be able to complete several tasks at once with accuracy.
- Must be able to stand for entire shift (an average 8-hour shift).
PREFERRED
- One year experience in front desk or guest service field.
CERTIFICATIONS, LICENSES, REGISTRATIONS
- Must be able to qualify for licenses and permits required by federal, state and local regulations.
PHYSICAL REQUIREMENTS
- Must be able to work under time constraints and within established deadlines.
- Must regularly lift and/move up to 25 pounds, and must have the ability to push, pull, reach, bend, twist, kneel and balance when performing job duties in varying work areas such as confined spaces.
WORKING CONDITIONS
- Work is performed indoors in a climate-controlled environment and exposed to various environmental factors such as but not limited to noise, dust and smoke.
Rio Las Vegas is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Rio Las Vegas makes hiring decisions based solely on qualifications, merit, and business needs at the time.
