VIP Coordinator - Full Time

VIP Coordinator

The VIP Coordinator is responsible for delivering exceptional customer service and providing key support to the Player Development department under the direction of the Vice President. Promotes strong guest and employee relations by creating a welcoming and service-focused environment. Identifies, develops, and maintains relationships with mid-level players, ensuring their needs are met through attentive communication and personalized service. Issues appropriate complimentary benefits based on verified gaming activity and in alignment with company policies. Assists in coordinating and delivering special member services to enhance guest satisfaction and support overall player loyalty initiatives. Adheres to all Company, Safety and Department policies and procedures. Fosters teamwork and provides excellent guest service, anticipates guest needs to exceed guest expectations. Builds brand loyalty by living the JW Marriott Core Values.

Qualifications:

• Education: High School Diploma or GED
• Experience: 2 years' experience or equivalent of combination of education and experience in casino marketing related field.
• Skills: Demonstrates excellent interpersonal and communication skills, both verbal and written, when engaging with management, team members, and guests. Computer-proficient with the ability to learn and navigate the player tracking system, hotel reservation software, and other related technologies. Capable of interpreting player data to make accurate and appropriate complimentary (comp) decisions in alignment with departmental guidelines. Exhibits enthusiasm, strong social skills, and the ability to recognize and engage players in a friendly and professional manner. Possesses solid knowledge of casino operations to confidently and correctly answer guest inquiries or direct them to the appropriate department. Consistently represents the company with professionalism, courtesy, and a strong commitment to guest service.
• Required: Must be at least 21 years of age.

Required Work Cards needed:

• Valid Gaming card (Registered with Gaming Control).

Key Responsibilities:

• Daily Responsibilities
  1. Update the suite list each morning for current and upcoming week arrivals, ensuring accuracy and readiness for guest check-ins.
  2. Review all casino arrivals for the day to verify reservations are booked correctly, including proper billing profiles, OSTAT folios, rates, and any special requests.
  3. Post daily DM Offers into PKMS when needed, ensuring offers are loaded correctly if the Club has not completed this task.
  4. Void expired or incorrectly printed casino vouchers in accordance with established procedures.
  5. Pick up and drop off mail for the Player Development office as scheduled.
  6. Check and manage voicemails for both the VIP Host and Casino Host phone lines.
  7. Answer incoming calls on both host lines, providing courteous and accurate assistance.
  8. Book room reservations for guests and host requests, as well as revise or cancel reservations when needed.
  9. Process dining and cabana reservations for hosts using SevenRooms.
  10. Input VIP amenity baskets, cake orders, and similar special requests submitted by hosts.
  11. Book spa appointments and services requested by Casino Hosts.
  12. Arrange guest transportation as requested, ensuring details are coordinated accurately.
  13. Book golf tee times and submit bill-back requests to golf courses.
  14. Review OSTAT folio charges for casino guests, evaluate play, and apply comps as authorized by Casino Hosts.
  15. Deliver comps to various outlets on behalf of guests.
  16. Coordinate special or outside amenitiessuch as golf, scooters, or floral arrangementswith Hosts and the Front Desk.
  17. Monitor room availability and review room rates daily for the Player Development department.
  18. Serve as a point of contact for general casino guest inquiries, including play reviews, late check-outs, host lookups, offer inquiries, room extensions, and transportation approvals.
  19. Assist with outbound telemarketing to unhosted customers to encourage future visits.
• Weekly / Monthly Responsibilities
  1. Create purchase requisitions in Adaco and process invoices for outside amenities.
  2. Order supplies for the Host Office and manage inventory as needed.
  3. Collect guest comment cards and distribute them to the appropriate departments.
  4. Order special-request cigarettes for Elite-tier customers.
  5. Work with the Accounting department on folios that have been moved into History.
  6. Coordinate Host Office employee birthday celebrations, including arranging food, cakes, gift cards, and other items.
• Special Event Responsibilities
  1. Assist the Marketing team with preparation and execution of all casino events.
  2. Create, maintain, and track event participant lists for Player Development and Marketing.
  3. Provide on-site support during casino events to ensure seamless guest experiences.
  4. Coordinate and distribute event tickets, ensuring accuracy and timely delivery to guests and hosts.

The above statements represent a general outline of principal job functions and should not be construed as a complete description of all aspects and requirements required for this job.

The physical demands described here reflect the essential functions of this position. In compliance with the Americans with Disabilities Act (ADA) and Nevada Revised Statutes (NRS) 613.330, reasonable accommodations will be provided to qualified individuals with disabilities.

Work is performed in a (type of location, i.e., office, kitchen, restaurant, casino, etc.) environment and in other locations throughout the property. Must be tolerant to varying conditions of noise level, temperature, illumination and air quality. The noise level in the work environment is usually moderate. When on the casino floor, the noise level increases too loud. Additionally, smoking is permitted in casino areas consistent with Nevada state regulations, which are followed by the employer.

• Interacts with management, applicants, fellow Associates and/or guests.
• Ability to speak, read, write and understand English.
• Ability to read, analyze and interpret documents. Ability to write reports, customer correspondence and notices to departments. Ability to effectively handle meetings, communicate one on one to staff and present to large groups.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
• Ability to apply common sense understanding to carry out instructions and give direction in written, oral or diagram form. Ability to deal with and resolve problems involving multiple variables.
• Requires prolonged standing, mobility, bending, reaching and lifting up to up 25 pounds
• Requires eye/hand coordination and the ability to use standard office equipment
• Requires the ability to distinguish letters, numbers and symbols.
• Ability to and comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (MSDS) and other instructions.