VIP Coordinator- Reservations

Overview

Join Team Atlantis! The VIP Coordinator position is crucial for the company's success. This role involves overseeing VIP client services to provide a seamless and premium experience.

Shift

Variates based on the needs of the business.

Responsibilities

• Serve as an expert communicator who listens attentively and communicates clearly, professionally, and with a guest-focused approach.
• Deliver exceptional customer service via phone, email, and fax as both an inbound and outbound representative.
• Utilize active listening and effective questioning techniques to support strong telephone communication and sales performance.
• Professionally manage special telephone situations, including call transfers, message taking, callbacks, holds, interruptions, and disconnected calls.
• Remain composed and solution-oriented when handling job stress, escalated calls, upset guests, or internal concerns.
• Maintain a positive and professional attitude in all interactions with guests and team members.
• Build rapport with guests over the phone to create a welcoming experience that encourages repeat visitation.
• Apply proper telephone etiquette to address a wide range of guest scenarios.
• Aid guests with reservations, including upselling special packages, room upgrades, and cross-selling resort amenities and services.
• Provide accurate information regarding company offerings, promotions, and special events.
• Maintain a minimum 35% conversion rate on a monthly, quarterly, and annual basis.
• Manage VIP guest lists/Reservations in Guest Connect and maintain detailed, accurate client profiles.
• Respond to email correspondence promptly and professionally.
• Ensure guest privacy, confidentiality, and adherence to high service standards at all times.
• Process credit card authorizations and payments in accordance with company procedures.
• Aid in onboarding and training new team members as needed.
• Handle guest complaints, reservation changes, and last-minute requests efficiently and professionally.
• Prepare and maintain reports related to VIP activity and service outcomes.
• Comply with all company policies and procedures.
• Perform other duties as assigned, filling in during vacations/time off for team coordinators.

Qualifications

• High School diploma or equivalent
• Proficient in relevant computer applications (Office, Word, Excel, OneNote, OpenTable, HMS, Guest Connect, Hotel Extranets)
• Knowledge of customer service principles and practices
• Knowledge of call center telephony and technology
• Experience within call center or customer service environment
• Preferred knowledge of administration and clerical processes
• Desired skills: strong communication skills, proper telephone etiquette, active listening skills, data entry, ability to relate to others, patience, good judgment, attention to detail, professionalism, proactive problem solving, ability to multi-task, negotiation skills, excellent computer skills
• Availability to work flexible hours, including evenings and weekends
• Flexible with time off in coordination and not interfering with large special events/confirmation calls

Availability

Flexible with time off in coordination and not interfering with large special events/confirmation calls.

Work Environment

Call Center, Casino, Special Events, Luxury hotels resort and spa.

Company Benefits

• Medical, dental, vision, supplemental coverage
• 401K retirement savings plan + discretionary match
• Tuition Reimbursement Program
• Paid Vacation
• Holiday Pay
• Weekly Resort Prizes

Internal Advancement

We believe in investing in our team through growth opportunities and robust training programs. Our focus on building a talent ecosystem in collaboration with local institutions ensures that every experience at Atlantis reflects the luxury and dedication we stand for.