VIP Lounge Representative - MGM National Harbor

MGM Resorts International; Maryland; Hybrid; USD 25,000 - 28,000; Full time

Benefits offered by this job

Wellness incentive programs

Hotel, F&B, retail discounts

Healthcare and time off benefits

Free meals in employee dining room

Free parking

Job summary

MGM Resorts International seeks a VIP Lounge Representative to deliver a premium guest experience in a luxury VIP lounge. You will manage reservations, VIP check-in/check-out, and coordinate with casino hosts to ensure flawless service.

This role combines guest relations with operational duties, including cash handling, balancing transactions, and daily opening/closing tasks while upholding the venue’s high standards.

Qualifications

• Experience in guest services, front desk or concierge is preferred.
• Strong cash handling and POS experience.
• Ability to balance cash and process transactions accurately.

Responsibilities

• Answer questions and facilitate guest reservations.
• Ensure efficient VIP check-in/check-out and maintain guest relations.
• Resolve billing inquiries and process charges with casino hosts as needed.
• Open and close the VIP lounge per department standards and coordinate with the front desk.

Skills

Guest services

Front desk

Concierge

Reservations

Cash handling

Education

High school diploma or GED

Tools

Opera PMS

Job description

**THE JOB:**As a VIP Lounge Representative, you will be responsible for delivering an elevated, personalized guest experience by providing exceptional service, ensuring a seamless VIP check-in and check-out process, and creating memorable moments for guests. This role serves as a primary point of contact for VIP guests, handling reservations, special requests, billing inquiries, lounge access, and food and beverage service while anticipating guest needs and resolving concerns with professionalism and urgency. The position also maintains lounge operations, cleanliness, and presentation, coordinates closely with casino hosts and cross-functional teams, manages cash and payment transactions, oversees daily opening and closing procedures, supports special events, and tracks guest preferences and communication to ensure outstanding service and guest satisfaction.**THE DAY-TO-DAY:*** Answer questions, facilitate guest reservations and verify if special requests/amenities were delivered* Ensure the VIP check-in/out process is efficient and flawless while facilitating an excellent working relationship between the property and the guest* Resolve guest bills with casino hosts for any additional food, beverages or show tickets* Ensure correct charges and credits are posted, collect payments, handle cash and credit transactions, and demonstrate responsibility in balancing all cash and cash equivalent transactions using property cash handling procedures* Open the VIP lounge daily by following department standards including but not limited to: running Opera reports for guest arrival and departure information, and assigning rooms for VIP arrivals* Close the VIP lounge daily by following department standards including but not limited to: ensuring guest rooms are assigned, amenities sent, take prepared keys to the front desk, run next day arrival reports, forwarding phones and locking the VIP lounge**THE IDEAL CANDIDATE:*** Must be at least 18 years of age* Must have a high school diploma or GED* Prior experience in guest services, front desk or concierge**THE PERKS & BENEFITS:*** Wellness incentive programs to help you stay healthy physically and mentally* Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more* Healthcare, financial, and time off benefits (for eligible employees)* Free meals in our employee dining room* Free parking on and off shift* Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community**VIEW JOB DESCRIPTION:**https://mgmresorts.marketpayjobs.com/ShowJob.aspx?EntityID=2&jobcode=12858**Pay Rate:**The rate for this role is:$19.00This rate represents a good faith estimate of the wage rate that MGM reasonably expects to pay for the position upon hire.Pay will not be below any applicable minimum wage.Should overtime be worked, employees are paid overtime pay in accordance with state requirements.Employees in this position are eligible to participate in medical, dental, vision, life insurance, 401(k) plans, and time off plans. Specific program offerings vary by eligibility factors such as geographic location, employment status, and union membership.