Hotel VIP Coordinator

About the role

Provides a high level of customer service while enthusiastically promoting the Diamond Lounge and Total Rewards Program. This position ensures the delivery and execution of service excellence to both internal and external customers, fostering a culture passionate about delivering truly world-class customer service.

Responsibilities

• 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 stays from LMS for external hotel accommodations through the approval system.
• Issue complimentary offers per the VIP Host, Account Development, and Inside Sales team as needed.
• Coordinate special requests with Casino Hosts and outside vendors for preferred guests.
• Utilize multiple computer systems to maximum effectiveness.
• Conduct daily activity reports and prepare reports to assist Promotions and Host teams.
• Anticipate and provide for VIP guest needs in advance of request.
• Prepare and communicate lists of expected arrivals for external hotels and transportation.
• Support staffing in the VIP Lounge to ensure excellent customer service to Diamond & Seven Star guests.
• Explain the advantages of the Total Rewards Card program and encourage its use.
• 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.
• Stay informed about all property and brand events, initiatives, products, and services focused on AEP’s and other casino players.
• Issue non-negotiable coupons to guests for promotional purposes.
• Act as a role model and present oneself as a credit to Harrah’s, encouraging others to do the same.
• Adhere to all department and company policies and procedures.
• Perform 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.

Requirements

• Regular attendance is essential to the successful performance of this position; irregular attendance may result in disciplinary action up to and including termination.
• Due to the cyclical nature of the hospitality/entertainment industry, employees may be required to work varying schedules to reflect business needs.
• All employees must fully comply with Harrah’s policies and procedures for the safe and efficient operation of company facilities.
• Two years’ customer service experience preferred.
• High school diploma or GED required; college degree preferred.
• Strong problem-solving skills and the ability to handle multiple tasks with ease.
• Must 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.
• Must be able to lift and carry objects weighing up to 25 lbs.
• Position requires 90% standing and 10% walking.
• Requires some pushing, twisting, 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.

About Us

At Harrah’s and Caesars Republic Lake Tahoe, we aim to maximize your skills and talents to help you become the best in your chosen field. Our resorts have consistently received 4-Star and 4-Diamond Awards due to the friendly, top-quality people we hire to serve our guests.

Located on the south shore of Lake Tahoe, our properties offer year-round recreation, including skiing, snowboarding, hiking, fishing, mountain biking, golf, kayaking, sailing, and more. With lively, round-the-clock gaming, indoor entertainment, world-class amenities (including two heated pools, a full-service health spa, and various restaurants such as Hell’s Kitchen), 1,254 rooms and suites, and excellent guest service, Harrah’s and Caesars Republic are popular choices for travelers.

We provide professional advancement, personal recognition, and incentives as you progress in your career.