VIP Coordinator- Reservations

Atlantis Casino Resort Spa; Reno (NV); On-site; USD 42,000 - 70,000; Full time

Benefits offered by this job

Comprehensive benefits (medical, dental, vision)

401K retirement savings plan

Education Tuition Reimbursement Program

Paid Vacation

Weekly Resort Prizes

FREE daily meal

Internal Advancement

Internal advancement

Job summary

A luxury casino and hotel in Reno, Nevada is seeking a VIP Coordinator to enhance the experience for distinguished guests. In this role, you will manage VIP reservations, handle special requests, and ensure superior service for high-profile clientele. Strong communication and customer service skills are essential, as well as the ability to work flexible hours, including weekends. The position offers comprehensive benefits like a 401K plan and tuition reimbursement, ensuring a supportive and enriching work experience.

Qualifications

• Knowledge of customer service principles and practices.
• Experience within a call center or customer service environment preferred.
• Knowledge of call center telephony and technology.

Responsibilities

• Communicate clearly and professionally with guests.
• Deliver exceptional customer service via phone, email, and fax.
• Handle guest complaints and reservation changes efficiently.
• Upsell packages, room upgrades, and resort amenities.
• Prepare reports on VIP activity and service outcomes.

Skills

Strong communication skills

Active listening skills

Proper telephone etiquette

Data entry

Good judgment

Proactive problem solving

Multi-tasking

Education

High School diploma or equivalent

Tools

Office

Excel

OpenTable

HMS

Guest Connect

Job description

At Atlantis Casino Resort Spa, we are more than just a premier destination for luxury gaming and hospitality in Reno, Nevada; we are creators of unforgettable moments. Our commitment to excellence shines through our exceptional gaming, exquisite dining, and indulgent spa services, all set in an inviting and sophisticated atmosphere. As a family-owned business, we prioritize nurturing lasting relationships with our guests and the community, ensuring that every interaction is warm, memorable, and tailored to foster a true sense of belonging.

Overview

Come join Team Atlantis! The Atlantis Casino Resort Spa VIP Coordinator position is vitally important to the continued success of the company. VIP Reservations Coordinator oversees the planning, coordination and execution of services for VIP clients to ensure seamless and premium experience. They act as the main point of contact for distinguished guests, handling special requests, reservations and personalized arrangements while maintaining discretion and professionalism.

Shift Varies

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.
• Assist 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.
• Assist 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.
• Other duties as assigned my management.

While performing the duties of this job, the employee may be required to stand; walk; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel crouch or crawl; talk, and hear. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.

Qualifications

Technical / Professional Knowledge

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.

Work Environment

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

Must adhere to all appearance standards, including but not limited to no "visible" tattoos/piercings or unnatural hair colors.

Atlantis Casino Resort Spa fosters a team working environment and an environment that is focused on Team Member recognition and appreciation. Some of the ways in which we accomplish this is by offering the following:

Benefits

• Comprehensive benefits (medical, dental, vision, supplemental coverage)
• 401K retirement savings plan + discretionary match
• Education Tuition Reimbursement Program
• Paid Vacation
• Holiday Pay
• Weekly Resort Prizes
• FREE daily meal
• Internal Advancement

We believe that our people are at the heart of our success. By investing in our team through growth opportunities and robust training programs, we cultivate an environment of loyalty and pride. Our focus on building a talent ecosystem in collaboration with local institutions enables us to ensure that every experience at Monarch reflects the luxury and dedication we stand for. Join us in creating extraordinary experiences that inspire and elevate the spirit of hospitality.