Answer ACD (automatic call distribution) line in a friendly, professional and timely manner. |
Practice telephone etiquette standards as established by Casino VIP department. |
Assist guests with booking and changing reservations and/or reservation inquiries. |
Book Casino hotel reservations. |
Book nightclub reservations, guest list and table reservations. |
Book golf reservations. |
Book Limousine reservations. |
Book cabana reservations. |
Book amenities. |
Book other reservations as assigned. |
Issue complementary amenities based upon specific casino guidelines for levels of play. Ability to read/understand and evaluate casino play. |
Suggest activities and book reservations as it pertains to guest entertainment, dining, and other services. |
Promote the company's outlets and amenities by educating guests on restaurants, shows, and other outlets such as spa, retail, and pool. |
Up-sell and cross-sell property amenities to guests’ company-wide. |
Ensures guest information is updated and accurate at all times. (i.e. address, phone, guest profiles and preferences). |
Settles accounts upon checkout to the correct folio in accordance with comp criteria and Casino Host input. |
Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately. |
Assist casino hosts, VIP, Mlife, Special Events, Box Office and other departments with information regarding casino guests. |
Provide excellent service consistent with the property's core service standards and brand attributes. |
Proactively greet, interact, and assist resort staff in a professional manner to foster and promote a cooperative and harmonious work environment. |
Proactively seek to provide refined luxury service ensuring guest satisfaction. |
Meet the demands of a fast-paced environment by using good judgment and the ability to multi-task. |
Practice teamwork, create a positive work environment, greet fellow employees and thank them when they lend assistance. |
Maintain complete knowledge of and comply with all departmental policies, procedures, and standards. |
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended. |
Monitor and maintain cleanliness, sanitation, and organization of assigned work areas. |
Perform all duties as deemed necessary for the success of the department. |
Own all requests and complaints; resolve issues immediately and follow up to ensure the guest's satisfaction. |
Standardized Job Description |
Identify and report defects throughout the department; notify supervisors immediately of hazards, injuries, equipment or processes that negatively affect the operations. |
Keeps abreast of changes in procedures, policies, and information pertaining to the operation of both the department and property. |