VIP GUEST EXPERIENCE SPECIALIST - PROMOTIONS

Job Description

Job Description

Description:

POSITION SUMMARY: The VIP Guest Experience Specialist is responsible for providing exceptional, personalized service to high-limit casino guests. Positioned within the High Limit area, this role serves as a primary point of contact for guest needs, ensuring a seamless and elevated experience throughout the guest’s visit.

The VIP Guest Experience Specialist assists with player account services, reservations, transportation coordination, room arrangements, and interdepartmental support while exercising sound judgment, discretion, and professionalism. This role also supports regulated gaming transactions and high-limit financial service functions, including cash handling, jackpot payouts, and tax documentation processing in compliance with internal controls and applicable regulations.

This position plays a critical role in guest satisfaction, retention, and relationship development by delivering timely service, resolving concerns, anticipating guest preferences, and extending complimentary services within established policies and authorization guidelines.

Top 5 Specific Job Functions:

• Provide personalized, high-touch service to high-limit guests while serving as a primary point of contact in the High Limit area, ensuring an exceptional and seamless guest experience.
• Manage and maintain player loyalty accounts, including account creation, card issuance, account review, and explanation of the Plaza Rewards program using Oasis and related systems.
• Create, modify, and manage guest reservations for hotel rooms, dining, entertainment, transportation, and other services both on and off property using LMS and applicable systems.
• Exercise sound judgment and discretion when reviewing player activity to issue complimentary services, upgrades, and amenities within established guidelines and authorization limits.
• Coordinate guest needs with Casino Hosts and internal departments to ensure timely resolution of requests, efficient communication, and continuity of service.

Other Specific Job Functions:

• Handle cash transactions accurately and in compliance with company policy, maintaining accountability for assigned funds and ensuring proper documentation.
• Assist with jackpot payout processes, including verifying eligibility and dispensing jackpots through kiosk systems in accordance with internal controls and gaming regulations.
• Prepare and print required tax documentation (e.g., W-2G forms) for qualifying jackpot payouts, ensuring accuracy and regulatory compliance.
• Provide complimentary services (comps) within established guidelines and authorization levels, ensuring proper tracking and documentation.
• Manage guest requests and concerns through resolution and follow-up to ensure satisfaction and retention.
• Assist with guest check-in, check-out, payment processing, room changes, and registration support as needed.
• Handle inbound and outbound guest communications related to reservations, services, and follow-up.
• Maintain accurate guest records, preferences, and reservation details.
• Stay informed of casino promotions, property amenities, events, and operational updates.
• Greet guests and visitors professionally and direct them to appropriate areas of the property.
• Answer guest questions regarding amenities, restaurants, entertainment, and casino offerings.
• Communicate with valet services for vehicle pickup and drop-off and coordinate transportation arrangements.
• Coordinate with bell services for luggage handling and guest deliveries.
• Collaborate with Casino Operations, Front Desk, Front Office, Housekeeping, Facilities, Security, Food & Beverage, Sales & Catering, and Executive Offices.
• Maintain confidentiality and professionalism when working with high-value guests.
• Work effectively in fast-paced, high-pressure environments while multitasking.
• Maintain a clean, safe, and organized work environment in compliance with company policies.
• Stand for extended periods of time and remain present in the High Limit area during assigned shifts.
• Perform other related duties as assigned by management.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

Required:

• Must be at least 21 years of age.
• High School diploma or equivalent required.
• Proven ability to deliver exceptional customer service in a guest-facing environment.
• Strong interpersonal skills with the ability to interact professionally and effectively with guests, team members, and leadership.
• Excellent verbal and written communication skills in English.
• Professional appearance and demeanor appropriate for a VIP-level service environment.
• Working knowledge of Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Ability to work a flexible schedule, including nights, weekends, and holidays as business needs require.
• Ability to obtain and maintain all required Nevada Gaming Control Board registrations and work cards.
• Basic math skills and the ability to accurately handle cash transactions and maintain accountability for assigned funds.
• Ability to follow internal controls, regulatory requirements, and company policies related to gaming transactions and guest financial services.

Preferred:

• Working knowledge of LMS, Oasis/ATI, or similar casino and player tracking systems.
• Experience working in a resort, casino, or high-end hospitality environment.
• Prior experience providing personalized service to VIP or high-value guests.
• Previous cash handling experience in a casino, hotel, or high-volume service environment.
• Familiarity with casino operations, including jackpot processes, player tracking systems, and tax form procedures (e.g., W-2G).

Certificates, Licenses, and Registrations:

• Gaming Registration
• Alcohol Awareness Card

WORK SCHEDULE/HOURS:

• Must be available to work a flexible schedule based on operational needs.
• Schedule may include nights, weekends, holidays, and special events.
• Shifts may vary and are subject to change depending on business demands.
• Standing and active presence in the High Limit area is required during assigned shifts.
• Overtime may be required as business needs dictate.

WORK CONDITIONS:

• Position is primarily assigned to the High Limit room within a casino environment.
• Work is performed in an area where smoking is permitted and exposure to tobacco smoke may occur.
• Exposure to loud noises, including slot machines, table games, announcements, and guest conversations.
• Frequent interaction with guests, coworkers, and other departments in a dynamic, entertainment-driven environment.
• Lighting may vary and include bright or low-light conditions typical of casino operations.
• Environment may be fast-paced during peak business periods and special events.

PHYSICAL REQUIREMENTS:

• Ability to stand for extended periods of time while stationed in the High Limit room.
• Ability to sit at a desk or workstation for portions of the shift as operational needs require.
• Ability to walk short distances within the High Limit area to check on guests and assist with service requests.
• Ability to communicate clearly and hear effectively in a casino environment with elevated noise levels.
• Ability to use a computer, telephone, and other standard office equipment.
• Ability to perform light physical tasks associated with guest service.
• Vision sufficient to read computer screens, printed materials, reservation details, and player information.
• Ability to maintain focus and professionalism in a fast-paced environment with frequent guest interactions and interruptions.
• Ability to lift and carry items weighing up to approximately 25 pounds on an occasional basis.

The Plaza Hotel & Casino is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Plaza Hotel & Casino will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.