VIP Services Supervisor

Treasure Island Hotel Casino; Nevada; On-site; USD 19,000 - 25,000; Full time

Job summary

Treasure Island Hotel & Casino is seeking a courteous Front Desk/Guest Services professional to manage VIP reservations, room readiness, and personalized guest experiences on a fast-paced casino floor.

You will handle room bookings, check-in/out, and coordinate with casino hosts to arrange amenities, while delivering exceptional customer service and maintaining accurate guest billing and room preferences.

Qualifications

• Front desk/concierge experience preferred.
• Excellent customer service skills required.
• Strong telephone etiquette.
• Bi-lingual preferred.

Responsibilities

• Utilize ARTS to book VIP guest shows, dinners, cabanas, and limos.
• Print guest itineraries when amenities are booked.
• Answer multi-line phone system and assist guests with reservations and requests.
• Ensure VIP guest requests are met and rooms are prepared for arrival.
• Ensure efficient VIP check-in/out and resolve related issues with minimal guest involvement.
• Verify guest identifications and payments; manage room preferences and post-departure bills.

Skills

Customer service

Telephone etiquette

Bi-lingual

Multi-tasking

High-volume calls

Education

Bachelor's degree

Tools

LMS+

Microsoft Word

Excel

Job description

• Utilize Activities Reservation Tracking System (ARTS) computer program to book VIP guest shows, dinner, cabana's, limo's (drop off and pick around the strip area) and send special amenities through room service.
• Print itinerary for the guest when amenities are booked.
• Answer multi-line phone system; assist guests with confirming hotel reservations, book shows, dinner, and various other requests. Answer questions regarding accounts and room service to verify if special amenities were delivered and ensure housekeeping has cleaned rooms.
• Ensure all VIP guest requests are met and rooms are prepared for their arrival.
• Ensure the VIP check in and out process is efficient and flawless to facilitate an excellent working relationship between the property and the guest. Solve any issues related to guest room booking, dinner, or show reservations with little or no help from guests.
• Obtain proper identification and payment for rooms; meet requests for room type, smoking preference and room views. Make sure guests bills are correct and given to the guest for payment upon departure.
• Resolve guest bills with casino hosts for any additional food, beverages or show tickets. Check with casino hosts and comp amenities based on the guest’s casino play while at the property.
• Stock and replenish refrigerator in the lounge with drinks throughout the day and stock the desk with room keys, key booklets, pens and folio paper.
• Open the lounge daily by running ARTS reports for limo's to show arrival and departure information and room service to see what is to be delivered.
• Close the lounge daily by making sure all of guest rooms are assigned with amenities sent, take prepared keys to the invited guest window at the front desk, run arrival reports for the following day, and stock the refrigerator and the front desk.
• Help with scheduling.
• Help with decision making when manager is unavailable.

Specific Job Functions

• Utilize Activities Reservation Tracking System (ARTS) computer program to book VIP guest shows, dinner, cabana's, limo's (drop off and pick around the strip area) and send special amenities through room service.
• Print itinerary for the guest when amenities are booked.
• Answer multi-line phone system; assist guests with confirming hotel reservations, book shows, dinner, and various other requests. Answer questions regarding accounts and room service to verify if special amenities were delivered and ensure housekeeping has cleaned rooms.
• Ensure all VIP guest requests are met and rooms are prepared for their arrival.
• Ensure the VIP check in and out process is efficient and flawless to facilitate an excellent working relationship between the property and the guest. Solve any issues related to guest room booking, dinner, or show reservations with little or no help from guests.
• Obtain proper identification and payment for rooms; meet requests for room type, smoking preference and room views. Make sure guests bills are correct and given to the guest for payment upon departure.
• Resolve guest bills with casino hosts for any additional food, beverages or show tickets. Check with casino hosts and comp amenities based on the guest’s casino play while at the property.
• Stock and replenish refrigerator in the lounge with drinks throughout the day and stock the desk with room keys, key booklets, pens and folio paper.
• Open the lounge daily by running ARTS reports for limo's to show arrival and departure information and room service to see what is to be delivered.
• Close the lounge daily by making sure all of guest rooms are assigned with amenities sent, take prepared keys to the invited guest window at the front desk, run arrival reports for the following day, and stock the refrigerator and the front desk.
• Help with scheduling.
• Help with decision making when manager is unavailable.

Qualifications

• Bachelor's degree preferred
• One year of front desk or concierge experience preferred.
• One year experience with Lodging Management System (LMS+) systems preferred.
• Must have excellent customer service skills.
• Minimum One year customer service experience preferred.
• Strong telephone etiquette required.
• Bi-lingual preferred.
• Basic computer program knowledge including Microsoft Office Word, Excel, and LMS+ preferred.
• All candidates must be able to handle high-volume phone lines and multi-task.