VIP Lounge Representative - MGM National Harbor

National Harbor, Maryland

The SHOW comes alive at MGM Resorts International

Have you ever wondered what it would be like to work in a place full of excitement, diversity, and entertainment? Are you enthusiastic about being a team player in one of the most fascinating industries in the world? At MGM Resorts, we seek individuals like YOU to create unique and show-stopping experiences for our guests.

As a VIP Lounge Representative, you will be responsible for delivering an elevated, personalized guest experience by providing exceptional service, ensuring a seamless VIP check-in and check-out process, and creating memorable moments for guests. This role serves as a primary point of contact for VIP guests, handling reservations, special requests, billing inquiries, lounge access, and food and beverage service while anticipating guest needs and resolving concerns with professionalism and urgency.

The position also maintains lounge operations, cleanliness, and presentation, coordinates closely with casino hosts and cross-functional teams, manages cash and payment transactions, oversees daily opening and closing procedures, supports special events, and tracks guest preferences and communication to ensure outstanding service and guest satisfaction.

• Answer questions, facilitate guest reservations and verify if special requests/amenities were delivered

• Ensure the VIP check-in/out process is efficient and flawless while facilitating an excellent working relationship between the property and the guest

• Resolve guest bills with casino hosts for any additional food, beverages or show tickets

• Ensure correct charges and credits are posted, collect payments, handle cash and credit transactions, and demonstrate responsibility in balancing all cash and cash equivalent transactions using property cash handling procedures

• Open the VIP lounge daily by following department standards including but not limited to: running Opera reports for guest arrival and departure information, and assigning rooms for VIP arrivals

• Close the VIP lounge daily by following department standards including but not limited to: ensuring guest rooms are assigned, amenities sent, take prepared keys to the front desk, run next day arrival reports, forwarding phones and locking the VIP lounge

• Must be at least 18 years of age

• Must have a high school diploma or GED

• Prior experience in guest services, front desk or concierge

• Wellness incentive programs to help you stay healthy physically and mentally

• Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more

• Healthcare, financial, and time off benefits (for eligible employees)

• Free meals in our employee dining room

• Free parking on and off shift

• Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community

The rate for this role is:

$19.00

This rate represents a good faith estimate of the wage rate that MGM reasonably expects to pay for the position upon hire.

Pay will not be below any applicable minimum wage.

Should overtime be worked, employees are paid overtime pay in accordance with state requirements.

Employees in this position are eligible to participate in medical, dental, vision, life insurance, 401(k) plans, and time off plans. Specific program offerings vary by eligibility factors such as geographic location, employment status, and union membership.