Hotel VIP Coordinator

Provides a level customer service while enthusiastically promoting the Diamond Lounge and Total Rewards Program.  This position will ensure the delivery and execution of service excellence to both internal and external customers.  It will ensure all customer contact is courteous, informative, thorough, and friendly.  It will also foster an employee culture that is passionate about delivering truly world-class customer service.  

• Answer inbound guest calls and Host on Duty calls.
• Swipe Seven Star and Diamond members into CMS upon check-in to the Diamond Lounge.
• Make hotel, restaurant, transportation and special event reservations.
• Issue complimentary from LMS for external hotel accommodations through the approval system.
• Issue complimentary per the VIP Host, Account Development, and Inside Sales team as needed.
• Coordinate special requests with Casino Hosts and outside vendors for our preferred guests.
• Utilize multiple computer systems to maximum effectiveness.
• Conduct daily activity reports as well as prepare reports to assist Promotions and Host teams.
• Anticipate and provide for VIP guest needs in advance of request.
• Prepare and communicate list of expected arrivals for external hotels and transportation arrivals.
• Support staffing to VIP Lounge to ensure excellent customer service to our Diamond & Seven Star guests.
• Explain the advantages of Total Rewards Card program and encourage use of Total Rewards Card.
• Know player preferences and provide personalized service
• Identify new VIPs to the Casino Marketing team to build relationships
• Responsible for departmental, company, and brand performance standards.
• Work well with in-house departments and outside vendors.
• Be a participating team member by providing input and suggestions, volunteering and being involved in projects, committees, and task forces.  
• Be proactive with incidents and issues ensuring resolution with employees and guests.
• Maintain high standards of courtesy, hospitality, friendliness, and professionalism.
• Be informed about all property and brand events, initiatives, products, and services focused on and/or relating to AEP’s and other casino players.
• Issuance of non-negotiable coupons to guests for Promotional Purposes.
• Acts as a role model and presents oneself as a credit to Harrah’s and encourages others to do the same.  
• Adheres to all department and company policies and procedures.  
• Performs all related duties as assigned by the VIP Services Supervisor and Director of Casino Marketing.
• Assist in the execution of special events.
• Adhere to regulatory, departmental and company policies in an ethical manner.

• Regular attendance in conformance with the standards, which may be established by Harrah’s from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to Harrah's disciplinary action procedures up to and including termination of employment.
• Due to the cyclical nature of the hospitality/entertainment industry, employees may be required to work varying schedules to reflect the business needs of the property.
• Upon employment, all employees are required to fully comply with Harrah’s policies and procedures for the safe and efficient operation of company facilities. Employees who violate Company policies and procedures are subject to disciplinary action up to and including termination of employment.
• Two years’ customer service experience preferred.
• High school diploma / GED required. Prefer a college degree.
• Customer service must be focused on strong problem-solving skills
• Must be able to handle multiple tasks with ease and possess strong time management skills.
• Must be flexible in schedule to work nights, holidays, and weekends.

• Internal candidates must meet Harrah’s transfer eligibility requirements.

  ADDITIONAL REQUIREMENTS

• Must be able to lift to 25 lbs. and carry objects weighing up to 25 lbs.
• Position requires 90% standing, 10% walking.
• Requires some pushing and twisting.
• Requires some bending, kneeling, climbing, stooping and frequent reaching above and below shoulders.
• Must be able to respond to touch, speech, smell, aural and visual cues.
• Fast-paced environment involving constant public contact.
• Must be able to stand and exert fast-paced mobility for long periods of time.