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MGM Resorts International VIP Lounge Representative (OC) (MGM Grand) in Las Vegas, Nevada

Location:

Las Vegas, Nevada

Become one of the stars behind the show and become part of the world’s most powerful entertainment brands. Our Company has one exciting mission: To entertain the human race .

PRIMARY PURPOSE:

The primary duty of the Casino VIP Services Representative is the responsibility of assisting our guests with all reservations and every aspect of their stay. This is a Call Center environment and all duties are to be performed in accordance with the department and property policies and procedures. By understanding their unique stories and needs, you will own the guest’s experience to create WOW memories they will carry with them far and beyond their stay with us.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Provides upbeat, personalized service from first contact until reservation(s) completion for all shows, restaurants, and rooms etc. utilizing a “One Call Resolution” mentality.

  • Promote the benefits of M life.

  • Provide excellent guest service, establish rapport and provide excellent service by answering questions, resolving disputes and adhering to guest requests.

  • Answer telephones and email requests in a professional, friendly and timely manner.

  • Assist guests with booking and changing reservations and/or reservation inquiries at multiple properties.

  • Issue complimentaries based upon specific casino guidelines for levels of play.

  • Assist Casino Hosts, VIP, Players Club, Box Office and other departments with information regarding casino guests.

  • Think independently and use problem solving skills to assist Management and employees with various forms of resolution.

  • Retain large amounts of information including Property, Company and city-wide knowledge.

  • Protect the confidentiality of all company files and documents under their immediate control when necessary.

  • Proactively resolve any guest issue that arises, including the coordination of departmental assistance when necessary.

  • Notify Management of any suspicious or unusual activity and/or transactions in a timely and responsible manner.

  • Maintain a supportive and productive professional relationship with co-workers, Supervisors and Executives.

  • Perform all other job related duties as requested.

MINIMUM REQUIREMENTS:

  • At least 21 years of age

  • High school diploma or equivalent

  • Work varied shifts, to include weekends and holidays

PREFERRED:

  • At least 1 year of guest service experience

  • At least 6 months of administrative experience

  • At least 6 months of experience handling multi-line phones in a fast paced environment

  • At least 1 year of Casino Marketing, VIP Services or Guest Services experience

  • Bilingual

  • Experience working in a similar resort setting

KNOWLEDGE, SKILLS, AND ABILITIES:

  • Strong computer skills and experience

  • Professional appearance and demeanor

  • Excellent customer service skills as well as interpersonal skills to deal effectively with all business contacts

WORKING CONDITIONS:

  • Work varied shifts, including nights, weekends and holidays.

MGM Resorts International is an Equal Opportunity Employer: Women/Minorities/Veterans/Individuals with Disabilities. In compliance with the Americans with Disabilities Act, MGM Resorts International will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

MGM Resorts International believes in providing opportunity for every employee to grow, develop and succeed in a work environment where you can be your best. We encourage you to explore our job opportunities. If you are an individual with a disability and need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact our Corporate Diversity and Disability Outreach department at 1-844-247-0370 or email diversityrecruiting@mgmresorts.com

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