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Coord VIP Host Svcs

J o b D e s c r i p t i o n

Job Profile Title:	Coord VIP Host Svcs
Job Code:	11960
Profile Title:	11960 Coord VIP Host Svcs
Grade / Band:	05
FLSA Status:	Non-Exempt
The coordinator will provide upbeat, personalized service from first guest contact until reservation(s) completion for all luxury accommodations located within MGM Resorts International Las Vegas properties. The overarching goal of this position is to encourage and foster repeat business by demonstrating outstanding guest service that reflects our five‐star, five‐diamond service culture in every customer interaction. This position acts as a liaison between Front Office Departments and Executive Offices ensuring all guests are treated as VIPs.

Principal Duties & Responsibilities
Assists with coordinating the approval process of suites, ensuring the elements are complete and the details are communicated timely and efficiently to guests and team members.
Anticipates guest needs and/or engages guest to capture all possible up‐sell and cross‐sell opportunities, by recommending appropriate features and benefits to customize the guest experience to maximize revenue opportunities.
Comprehensive knowledge of multiple MGM Resorts Property offerings, locations, amenities and services provided.
Cultivate and maintain relationships to Chairman's Club members with outstanding customer service and communication skills.
Resolve complaints and issues effectively within limits of authority and empowerment, while escalating concerns as appropriate.

Required for All Jobs
Performs other job-related duties as requested
Proof of eligibility to work in the United States

Education
Education Level	Education Details	Required/ Preferred
High School Diploma, GED or equivalent		Required

Work Experience
Experience	Experience Details	Required/ Preferred
1+ Years of Prior Relevant Experience	of Concierge or Front Desk or relevant experience.	Required
2+ Years of Prior Relevant Experience	of Concierge or Front Desk experience in a 5‐star or 5‐diamond property	Preferred

Knowledge, Skills and Abilities
KSAs
Skill in effective and persuasive interpersonal styles/methods of communication to obtain customer acceptance for the purchase of services.
Proficient in Microsoft Office specifically Outlook, Word, and Excel.
Effective time management skills and ability to perform multiple tasks simultaneously.
Knowledge of Customers ‐ Knowledge of and ability to utilize customer profile and information.
Capacity to receive coaching and turn constructive feedback into motivations to drive positive results.
Excellent communications and telephone etiquette skills. Able to communicate in English, in both written and oral forms.
Knowledge of Concierge reservations systems such as Alice, Opera ORS, Archtics Ticketing Systems, and Seven Rooms.
Ability to think independently in making real time decisions to maximize guest service experience.
Highly organized, self‐motivated and detail orientated.
Ability to think independently in making real time decisions to maximize guest service experience.

Physical Requirements
A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical Requirement	N/A	Rarely	Occasionally	Frequently	Constantly	Weight/ w.p.m.
Balancing			X
Bending				X
Carrying __pounds			X
Clear speech - simple				X
Clear speech - complex				X
Climbing	X
Distant vision				X
Driving	X
Flexibility - upper body			X
Flexibility - lower body			X
Hearing/Listening				X
Kneeling		X
Lifting __pounds		X
Near vision				X
Normal vision				X
Pushing/Pulling			X
Reaching			X
Sitting				X
Standing - 5 hours minimum			X
Typing __w.p.m.				X
Walking				X

Work Environment
While performing the duties of this job, the associate is required to work within the selected work environments.
Work Environment	N/A	Rarely	Occasionally	Frequently	Constantly
Communication - verbal				X
Communication - written				X
Confined area				X
Contacts - works alone				X
Contacts - works around others				X
Contacts - works with others				X
Exposure to dust / dirt				X
Exposure to fumes / odors				X
Extreme cold				X
Extreme heat				X
Fast pace				X
Hazardous conditions - chemicals				X
Hazardous conditions - high structures				X
Hazardous conditions - high voltage				X
Indoors				X
Noise levels - low to moderate				X
Noise levels - high				X
Office conditions				X
Outdoors				X
Restricted area				X
Shifts				X
Smoke				X
__% Travel				X
Wet/Humid				X

Mental Requirements
While performing the duties of this job, the associate is required to work within the selected mental requirements.
Mental Requirement	N/A	Rarely	Occasionally	Frequently	Constantly
Analytical				X
Clerical				X
Comprehension				X
Crisis incidents				X
Customer service				X
Decision making				X
High pressure				X
Judgment				X
Long hours				X
Math skills - advance				X
Math skills - basic				X
Organization				X
Reading - simple				X
Reading - complex				X
Repetition				X
Tight deadlines				X
Writing - simple				X
Writing - complex				X