Rep VIP

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Job Profile Title:

Rep VIP

Job Code:

11933

Profile Title:

11933 Rep VIP

Grade / Band:

04

FLSA Status:

Non-Exempt

The primary duty of the VIP Call Center Agent is booking gaming customers with an all-inclusive, personalized booking experience. VIP Call Center agents are specifically skilled to receive calls from guests invited to casino VIP events and guests receiving gaming driven promotions. The VIP Call Center Agent fosters repeat business and customer loyalty by ensuring customers feel valued based on their gaming activity while taking all opportunities to cross-sell and promote the benefits of the MGM Rewards program.

Courteously and efficiently, facilitate calls of guests who are responding to casino gaming offers and casino event invites. Multi-task while recording guest information into multiple reservation systems while ensuring maximum data integrity and accuracy. Assist with all aspects of their stay by booking modifying, cancelling, hotel, dining, events, entertainment reservations, select flight, and other services

Makes decisions for complimentary offers and services based upon an evaluation of customer gaming play

Settle accounts and apply comps in accordance with comp criteria

Work with Quality Coaches and Supervisors to evaluate individual performance and make efforts to improve performance where the need has been indicated

Anticipate guest needs and/or engages guests to capture all possible up-sell and cross-sell opportunities to maximize revenue

Effectively communicate with cross-functional departments and internal peers to find resolutions for customer issues that arise as well as assisting with guest recovery and escalations

Performs other job-related duties as requested

Proof of eligibility to work in the United States

High School Diploma or GED

Required

2+ Years of Prior Relevant Experience

Casino VIP Services, Front Desk, Call Center, or Concierge Experience

Required

Working knowledge of Microsoft Office, Patron and Opera

Required

Working knowledge of Patron, Opera, ICE, Autocab, VIPR

Preferred

Skills in compelling and persuasive interpersonal styles/methods of communication to obtain customer acceptance for the purchase of services

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

Ability to communicate effectively, concisely, and logically in a timely manner and at an appropriate level while maintaining confidentiality

Ability to read and write proficiently to evaluate reports, correspondence, and statistical information

Perception and awareness of individual needs and the ability to handle all situations calmly and professionally

Ability to multi-task and work well in a fast-paced, team-oriented environment

Basic knowledge of computer software to include Outlook, MS Word, Excel, and PowerPoint as well as office equipment, i.e., telephone, copier, fax machine

Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detail

Effective listening abilities with strong judgment skills

Ability to type 35 words per minute

Knowledge of accommodations room capacities and amenities

Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts

Maintain a professional, neat, and well-groomed appearance adhering to company standards

Currently, this is a work-from-home position. You must have a suitable distraction-free workspace, and you shall be responsible for providing a reliable internet connection in your home that provides enough bandwidth to allow you to perform the functions of the job effectively. In addition, you may be asked to attend meetings outside of your home or report to an office location as required.

Regular attendance for this position is an essential job function

Balancing

X

Bending

X

Carrying 10 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 10 pounds

X

Near vision

X

Normal vision

X

Pushing/Pulling

X

Reaching

X

Sitting

X

Standing

X

Typing

X

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

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

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