VIP Coordinator- Reservations

Overview

Come join Team Atlantis! The Atlantis Casino Resort Spa VIP Coordinator position is vitally important to the continued success of the company. The VIP Reservations Coordinator oversees the planning, coordination, and execution of services for VIP clients to ensure a seamless and premium experience. The role acts 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 and 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 (e.g., filling in during vacations or time off for team coordinators).

• Must be able 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.
• May occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required: 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 a 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, ability to multi‑task, negotiation skills, excellent computer skills.
• Availability to work flexible hours, including evenings and weekends.
• Flexible with time off in coordination and not interfering with large special events/confirmation calls.

• Call Center
• Casino
• Special Events
• Luxury hotel resort and spa

Must adhere to all appearance standards, including no visible tattoos or piercings and no unnatural hair colors.

• Comprehensive benefits (medical, dental, vision, supplemental coverage)
• 401K retirement savings plan with discretionary match
• Education Tuition Reimbursement Program
• Paid Vacation
• Holiday Pay
• Weekly Resort Prizes
• Free daily meal
• Internal Advancement opportunities