Casino Marketing Coordinator (The Mirage)

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  • MGM Resorts International

    Casino Marketing Coordinator (The Mirage)

    Company:
    MGM Resorts International

    Location:
    P.O. Box 7777
    Las Vegas
    NV
    89177
    US

    Category:
    Hospitality - Hotel

    Degrees Required:
    Not Specified

    Employment Type:
    Part-Time

    Manages Others:
    No

    Requirements:
     

    Requirements:
    Grade:

    • Answer ACD (automatic call distribution) line in a friendly, professional and timely manner.
    • Practice telephone etiquette standards as established by Casino VIP department.
    • Assist guests with booking and changing reservations and/or reservation inquiries.
    • Book Casino hotel reservations.
    • Book nightclub reservations, guest list and table reservations.
    • Book golf reservations.
    • Book Limousine reservations.
    • Book cabana reservations.
    • Book amenities.
    • Book other reservations as assigned.
    • Issue complementary amenities based upon specific casino guidelines for levels of play. Ability to read/understand and evaluate casino play.
    • Suggest activities and book reservations as it pertains to guest entertainment, dining, and other services.
    • Promote the company's outlets and amenities by educating guests on restaurants, shows, and other outlets such as spa, retail, and pool.
    • Up-sell and cross-sell property amenities to guests company-wide.
    • Ensures guest information is updated and accurate at all times. (i.e. address, phone, guest profiles and preferences).
    • Settles accounts upon checkout to the correct folio in accordance with comp criteria and Casino Host input.
    • Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
    • Assist casino hosts, VIP, Mlife, Special Events, Box Office and other departments with information regarding casino guests.
    • Provide excellent service consistent with the property's core service standards and brand attributes.
    • Proactively greet, interact, and assist resort staff in a professional manner to foster and promote a cooperative and harmonious work environment.
    • Proactively seek to provide refined luxury service ensuring guest satisfaction.
    • Meet the demands of a fast-paced environment by using good judgment and the ability to multi-task.
    • Practice teamwork, create a positive work environment, greet fellow employees and thank them when they lend assistance.
    • Maintain complete knowledge of and comply with all departmental policies, procedures, and standards.
    • Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
    • Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
    • Perform all duties as deemed necessary for the success of the department.
    • Own all requests and complaints; resolve issues immediately and follow up to ensure the guest's satisfaction.
    • Identify and report defects throughout the department; notify supervisors immediately of hazards, injuries, equipment or processes that negatively affect the operations.
    • Keeps abreast of changes in procedures, policies, and information pertaining to the operation of both the department and property.
    • Perform all other job related duties as requested.

    Required:

    • At least 1 year of guest service experience; preferably in hospitality and/or travel industry.
    • At least 6 months experience handling high-volume calls and multi-line phones.
    • Excellent customer service skills.
    • Have interpersonal skills to deal effectively with all business contacts.
    • Professional appearance and demeanor.
    • Work varied shifts, including weekends and holidays.
    • High School diploma or equivalent.
    • Working knowledge of Microsoft Office (Word, Excel, Outlook and PowerPoint).
    • Able to effectively communicate in English, in both written and oral forms.

    Preferred:

    • At least 1 year of Casino Marketing, VIP Services or Guest Services experience.
    • Previous experience with Forbes Service training.
    • Bilingual.
    • Previous experience working in a similar resort setting.

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