What are the responsibilities and job description for the VIP Representative - Full Time position at Meruelo Group?
ESSENTIAL DUTIES AND RESPONSIBILITIES
Primary duties and responsibilities include, but are not limited to, the following:
• Provides VIP guest service by making phone reservations for rooms, restaurants and entertainment.
• Answer calls and process requests from guests. Make, return and follow up on calls to maintain proper communication with guests, and departmental staff.
• Use a computer to enter VIP reservations, limo requests, amenity requests, event reservations, hotel check in/out and evaluate tracked play.
• Make constant contact with both internal and external guests to provide optimal guest service. This includes contact with various hotel departments to provide/obtain pertinent information needed to ensure proper guest service is provided.
• Handles VIP check-in and check-out.
• Offers Executive Casino Host support.
• VIP event telemarketing.
• Responsible for stocking VIP in-office bar.
• Listen and respond to guest inquiries using a positive, clear speaking voice. Troubleshoot guest’s concerns regarding data entered in our tracking system, answer questions and offer assistance to provide guest satisfaction.
• Relay accurate information to guests regarding hours of operation, Hotel services, directions to local attractions or function rooms, car rentals, airline shuttle service, etc.
• Any other duties as assigned within the scope of this position.
KNOWLEDGE/SKILLS/ABILITIES
• Excellent communication skills both written and oral.
• Must possess interpersonal skills to deal effectively with business contacts and team members at all levels of the company.
• Strong attention to detail and presentation skills.
• Ability of complex reading and simple writing, math, and task completion skills is required.
• Must have the following skills: clerical, following instructions, and memorization.
• Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate.
• Must be a minimum of 21 years of age.
EDUCATION and/or EXPERIENCE
• Previous hotel reservation experience or any combination of education, training, or experience that provides the required knowledge, skills, and abilities.
CERTIFICATES AND LICENSES
• Must be able to obtain and maintain appropriate Gaming License & Alcohol Awareness card.
PHYSICAL DEMANDS
• While performing the duties of this job, the team member is constantly sitting, occasionally standing, walking and crouching during over the duration of their shift.
• The team member will constantly have repetitive use of both hands.
• Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision.
• The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT
• Work performed indoors, alone and frequently with and around others. Team Member will perform work face-to-face including verbal contact with others on extended shifts around computer equipment.
• The noise level in the work environment is usually moderate.
• Team Member may be exposed to secondhand smoke.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.