VIP Coordinator- Reservations

At Atlantis Casino Resort Spa
, we are more than just a premier destination for luxury gaming and hospitality in Reno, Nevada; we are creators of unforgettable moments. Our commitment to excellence shines through our exceptional gaming, exquisite dining, and indulgent spa services, all set in an inviting and sophisticated atmosphere. As a family-owned business, we prioritize nurturing lasting relationships with our guests and the community, ensuring that every interaction is warm, memorable, and tailored to foster a true sense of belonging.

Come join Team Atlantis! The Atlantis Casino Resort Spa VIP Coordinator position is vitally important to the continued success of the company. VIP Reservations Coordinator oversees the planning, coordination and execution of services for VIP clients to ensure seamless and premium experience. They act as the main point of contact for distinguished guests, handling special requests, reservations and personalized arrangements while maintaining discretion and professionalism.

• Serve as an expert communicator who listens attentively and communicates clearly, professionally, and with a guest-focused approach.
• Deliver exceptional customer service via phone, email, and fax as both an inbound and outbound representative.
• Utilize active listening and effective questioning techniques to support strong telephone communication and sales performance.
• Professionally manage special telephone situations, including call transfers, message taking, callbacks, holds, interruptions, and disconnected calls.
• Remain composed and solution-oriented when handling job stress, escalated calls, upset guests, or internal concerns.
• Maintain a positive and professional attitude in all interactions with guests and team members.
• Build rapport with guests over the phone to create a welcoming experience that encourages repeat visitation.
• Apply proper telephone etiquette to address a wide range of guest scenarios.
• Assist guests with reservations, including upselling special packages, room upgrades, and cross-selling resort amenities and services.
• Provide accurate information regarding company offerings, promotions, and special events.
• Maintain a minimum 35% conversion rate on a monthly, quarterly, and annual basis.
• Manage VIP guest lists/Reservations in Guest Connect and maintain detailed, accurate client profiles.
• Respond to email correspondence promptly and professionally.
• Ensure guest privacy, confidentiality, and adherence to high service standards at all times.
• Process credit card authorizations and payments in accordance with company procedures.
• Assist in onboarding and training new team members as needed.
• Handle guest complaints, reservation changes, and last-minute requests efficiently and professionally.
• Prepare and maintain reports related to VIP activity and service outcomes.
• Comply with all company policies and procedures.
• Perform other duties as assigned, filling in during vacations/time off for team coordinators.
• Other duties as assigned my management.

While performing the duties of this job, the employee may be required to stand; walk; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel crouch or crawl; talk, and hear. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.

High School diploma or equivalent

Proficient in relevant computer applications (Office, Word, Excel, One Note, Open Table, HMS, Guest Connect, Hotel Extranets)

Knowledge of customer service principles and practices

Knowledge of call center telephony and technology

Experience with in call center or customer service environment preferred

Knowledge of administration and clerical processes

Strong communication skills, proper telephone etiquette, active listening skills, data entry, ability to relate to others, patience, good judgment, attention to detail, professionalism, proactive problem solving,…