Coord Luxury TI-Commission

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Job Profile Title:

Coord Luxury TI-Commission

Job Code:

11597-1

Profile Title:

11597-1 Coord VIP Host Svcs (Luxury Experience)

Grade / Band:

06

FLSA Status:

Non-Exempt

It is the primary duty of the Luxury Experience Coordinator is to assist the Luxury Experience Team with all reservations and every aspect of the guest stay. All duties are to be performed in accordance with the department and property policies and procedures.

Provide extraordinary service consistent with the ARIA Sky Suite core service standards, AAA 5 Diamond standards, Forbes Travel Guide 5 Star standards and brand attributes

After completing new hire training team member must successfully operate through 10 different computer systems while managing multi line phones, respond to urgent emails all while performing the daily job responsibilities

Assist luxury experience guests with reservations, hotel registration, hotel check out, concierge requests and provide all other supporting services

Be and stay knowledgeable on all dining and entertainment venues in the Las Vegas area including but not limited to: casino marketing events, restaurants, golf courses, spas, nightclubs and tours in order to personalize recommendations for guests

Be able to describe, solicit and enroll guests in the M‐Life loyalty program

Be able to communicate eloquently and effectively through email, telephone and during face to face interactions

Contact all Luxury Experience guests within 48 hours of a confirmed reservation and assist with all of their pre‐arrival requests

Assist in planning and creating itineraries for all incoming Luxury Experience guests

Greet guests upon arrival at the curb and assist with in‐suite check‐in

Own all requests and complaints; resolve issues immediately and follow up to ensure guest satisfaction.

Manage the Luxury Experience email inbox by responding to all email correspondence within 24 hours in addition to personal email

Proactively offer a hotel orientation and room escort to all registered guests

Resolving billing inquiries, creating posting master accounts, processing credit card authorizations and proper execution of Luxury Experience comps

Be able to identify, record and update guest personal profiles

Act as a liaison between multiple departments in order to execute elaborate guest requests, room set gathering and special occasions

Develops collaborative relationships and synergy with all support departments such as Casino Marketing, Convention Sales & Services, Facilities, Security, Housekeeping, Front Services, Sky Pool, Front Office, F&B and Executive Offices

Help to create a unique lounge experience by proactively engaging guests, offering beverages, light snacks, and starting small conversation

Maintain the cleanliness of the department and surrounding areas

Maintain confidentiality of high profile guests, credit card numbers, and team member information.

Accept and issue guest possessions in accordance with Luxury Experience policy such at high valued tickets and gifts

Provide business center services to include faxing, copying, emailing and facilitation of shipping needs

Performs other job-related duties as requested

Proof of eligibility to work in the United States

High School Diploma, GED or equivalent

Required

1+ Years of Prior Relevant Experience

Guest services experience

Required

2+ Years of Prior Relevant Experience

VIP Services, Front Desk, Contact Center or Concierge experience

Preferred

Bilingual

Preferred

Previous experience working in a similar resort setting.

Preferred

Excellent customer service skills.

Have interpersonal skills to deal effectively with all business contacts.

Professional appearance and demeanor.

Work varied shifts, including weekends and holidays.

High school diploma or equivalent.

Proficiency in Microsoft Office, Players Club/Patron, Opera, ICE, Cleo, and other relevant software.

Able to effectively communicate in English, in both written and oral forms

Work varied shifts, including weekends and holidays.

Balancing

Bending

X

Carrying __pounds

X

5-7

Clear speech - simple

X

Clear speech - complex

X

Climbing

Crawling

Crouching

Distant vision

Driving - auto/van

Driving - limousine

Flexibility - upper body

X

Flexibility - lower body

Hearing/Listening

X

Kneeling

Lifting __pounds

X

5-7

Near vision

X

Normal vision

X

Pushing/Pulling

Reaching

X

Sitting

X

Standing - 5 hours minimum

X

Stooping

X

Typing __w.p.m.

X

35

Walking

X

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

Hazardous conditions - high structures

Hazardous conditions - high voltage

Indoors

X

Noise levels - low to moderate

X

Noise levels - low to high

Office conditions

X

Outdoors

X

Restricted area

X

Shifts

X

Smoke

X

__% Travel

Vibration

Wet/Humid

Live Stream/ Video Recording

Analytical

X

Clerical

X

Comprehension

X

Crisis incidents

X

Customer service

X

Decision making

X

Fatigue

High pressure

X

Judgment

X

Long hours

Math skills - advance

Math skills - basic

X

Memorization

X

Organization

X

Perception

X

Reading - simple

X

Reading - complex

X

Repetition

X

Safety hazards

Tight deadlines

X

Working conditions

X

Writing - simple

X

Writing - complex

X