Guest Relations Specialist - Skylofts (MGM Grand)

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• Serves as public relations representatives for Hotel/Casino.
• Exhibits a professional demeanor and willingness to assist guests and/or management whenever requested.
• Processes all reservations and requests from guests, Casino Hosts, Executives, and branch offices including health spa, golf, restaurant, and travel reservations.
• Maintains the cleanliness of the Concierge reception area.
• Maintains knowledge of all restaurants to include menu items and hours of operation.
• Greets, welcomes, and registers all guests at the airport or porte cochere (if driving).
• Provides escort and orientation to familiarize guests of services and facilities.
• Always engages and interact with guests professionally, presenting a friendly demeanor.
• Communicates and informs Managers and Butlers guests' arrival and departure activities.
• Strictly enforces the privacy and confidentiality of guests and limits requests for information about such guests in accordance with hotel policies.
• Coordinates pre-arrival of all guest's accommodations by conducting room inspections prior to arrival of every guest.
• Ensures guest's preferences are met and amenities provided. Coordinates delivery of room amenities and floral orders daily.
• Acts as a VIP escort and liaison and provides suite tours as required by management.
• Generates itineraries for guests as needed.
• Responds promptly and discreetly to guest inquiries and provides information for all casino events, promotions, general information, and directions regarding casino, hotel, and local metropolitan area.
• Facilitates all Business Center related requests.
• Completes the shift checklist on a daily basis as delegated and assigned by the Manager.
• Ensures charges, credits, and complimentary items are posted to individual guest folios.
• Processes rate changes and adjustments as required. Receives and forwards calls to the appropriate party or department to obtain the ultimate result for guest's request with Butlers or others as required.
• Assists Casino Hosts and Executives with reservations, requests for information, etc.
• Prepares and distributes reports as requested by management to various departments.
• Notifies Supervisor and/or Security of all unusual events, circumstances, missing items, or alleged thefts.
• Performs all other job related duties as requested.

Required:

• At least 1 year of equivalent work experience in Casino Marketing, VIP Services, Concierge Services, and/or VIP Front Desk of a luxury resort property.
• Ability to operate office equipment, (i.e., Fax machines, copiers, etc.).
• Basic math skills.
• Strong decision making ability.
• 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 and equivalent.
• Working knowledge of PC software programs (MS Word, Excel) and POS system.
• Able to effectively communicate in English, in both written and oral forms.

Preferred:

• Bachelor Degree in Hotel Administration or Business Administration.
• Second language skills (Chinese dialect's Mandarin, Cantonese, Japanese, European and/or Middle Eastern languages).
• Previous experience working in a similar resort setting.