CONCIERGE - VIP SERVICES

As a member of the VIP Services Team, your foremost role will be to assist our VIP Guests while visiting the Plum Lounge.  The Concierge will constantly strive to delight our guests, exceeding their expectations through gracious, enthusiastic, and personalized service.  Candidates should have sharply honed interpersonal skills; inspire confidence and exude authenticity with regard to both guest and team interactions.

The ideal candidate for this position will possess inherent guest service skills and a commitment to proactive service and recovery as necessary.  Members of VIP Services will work to resolve guest issues using a rich set of tools which include real time customer data and alert systems.  Members of this team will operate in a highly collaborative way and will deliver on the Hard Rock values, while being held accountable for all service opportunities that may arise.

Essential Functions

• Proactively greets and validate guest’s credentials upon entrance of the Plum Lounge.
• Uses sound judgment and makes decisions in accordance with established comp and expense guidelines. This role will assist at the Wild Card Club and Promotions when asked by Management.
• Handles difficult guests and situations in a calm, professional and prudent manner.
• Maintains close ties with guests to engender loyalty.
• Seamless coordination with the Casino Marketing teams (Player Development, Account Development ) for comping and service decisions.
• Proactively identifies and resolves service failures; taking immediate action to resolve service gaps and cement player loyalty and intent to return by using comp authority or making exceptions.
• Fully complies with all applicable rules, regulations, laws and policies, and conducts themselves with highest levels of integrity and honesty.
• Identifies ways to increase efficiencies and to improve products or services.
• Clearly communicates programs/services to necessary people, seeks their support and keeps them informed of changes that may impact the business.
• Keeps track of existing products/services and/or progress on new initiatives.
• Must be knowledgeable of all events/promotions/etc. on property and in market.
• Stays up to date with the latest developments in both the local market and industry.
• Complies with and upholds company expectations including policies, procedures, industry regulations, department goals and business strategy.

• Gives consistent, polite, timely, and accurate information and service to all guests; taking the initiative to find the answer when unsure.

Education and Experience

• Must have excellent guest service skills.
• One or more years’ experience casino/hotel, customer service, host or other account management experience (or comparable experience).

Knowledge, Skills & Abilities

• Ability to think independently in making real-time decisions to maximize customer service experience and program profitability.
• Ability to effectively manage time and perform multiple tasks simultaneously.
• Must be proficient with customer point-of-service systems.
• Excellent interpersonal, communication, problem solving, and analytical skills required.
• Must have a systematic and process-oriented mindset to ensure seamless end-to-end customer experiences.
• Strong attention to detail with both trip logistics and customers.
• Must present well-groomed professional appearance.

Additional Details

Ability to obtain a Gaming Occupational License within the State of Ohio.