The VIP Concierge will act as key point for Relationship Marketing; supporting the team in receiving and processing guest accommodations, hotel reservations, tier benefits, and travel arrangements. Core Service StandardsCLEAN: Must make the property shine and look impeccable while maintaining a neat CLEAN and crisp personal appearance.SAFE: Must make guests feel SAFE and comfortable through creating a worry free, carefree experience.FAST: Provide FAST and efficient service with accuracy. Meet service time requirements and anticipate guest needs.FRIENDLY: Greet each guest with FRIENDLY welcomes, making eye contact and smiling. Use H.E.A.R.T. steps to ease guest concerns. Say thank you to departing guests.FUN: Work passionately as a team to create a FUN experience both for everyone who works and plays here.Specific Responsibilities and DutiesPromptly answer telephone calls with appropriate greeting.Greet customers immediately with a friendly and sincere welcome using a positive and clear speaking voice.Staff the Live! Hotel podium and act as liaison between hotel guests and Relationship Marketing Team.Place HMS reservations on behalf of authorizing Relationship Marketing team members.Routinely pull and review HMS reporting. Manage the Relationship Marketing hotel block my effectively communicating block availability to RM Team and coordinating needs with Live Lofts front desk staff.Complete assigned telemarketing tasks, including confirmation of guest arrivals, dailyProvide administrative support to Relationship Marketing Team; assist with the booking and processing of guest accommodations, hotel reservations, tier benefits and travel arrangements.Regular guest communication via in person, phone, text, email and letter contact: answer inquiries, manage customer service needs, ensure resolutions to all concerns and exceed experience expectations/Develop and maintain relationships with valued gaming guests and market our gaming product to new potential high-limit guests.Maintain complete knowledge at all times of the following:All hotel features/services, hours of operationAll room types, numbers, layout, décor, appointments and locationsAll room rates, special packages and promotionsDaily house count and expected arrivals/departuresRoom availability status for any given dayScheduled daily group activitiesMaintain complete knowledge and comply with all hotel and departmental policies and procedures to include front and back of house operations.Answer department telephone within 3 rings; using correct greeting and telephone etiquettePromote positive guest relations for information in a congenial mannerProcess all guest check-ins and check-outs according to established hotel requirements:Settle guest accounts following accounting proceduresAssist with of End of day procedureFollow the End of Day/Night Audit Checklist.
Responsibilities:
All applicants must be able to demonstrate their US work authorization during the employment verification process.