VIP Concierge- Eldorado

Job Description

Provide exceptional guest concierge service and welcoming atmosphere. VIP Concierge will meet, greet, and extend assistance for check in / luggage service, spa, food, show reservations along with limo transportation service. Responsible for overall maintenance of the Gold Room or VIP Room including check-in and checkout. Guest requests will be handled in accordance with written process and expedited efficiently.

• Appropriate grooming and wearing of uniform
• Welcomes guests with a positive, courteous, and sincere attitude when they walk through the door
• Ensure guest receive the correct room type in proper working condition based upon VIP requests given
• Provide accurate information about the ROW special events, offers, and amenities. Extending offer to book future reservations during check in / out
• Collect credit card for room charges
• Adhere to Payment Card Industry Data Security Standards (PCI Compliance)
• Post room charges, paid outs, corrections as directed
• Work with Casino Marketing, Player Development Executives and Management to find mutually agreeable solutions when challenges arise
• Assist VIP Guests in obtaining reservations for dining, golf, spa, restaurants, shows, or other amenities
• Remain well versed and up to date with all in-house and regional events
• Coordinate with Housekeeping to ensure priority cleaning of VIP Guest rooms
• Review daily VIP arrival list and complete amenities sheets along with other special requests
• Assign room, suite, or penthouse as directed prior to guest arrival
• Coordinate with the Transportation Department for limo arrangements, floral deliveries, luggage handling or any other requests from VIP Guests
• Perform bartending duties
• Maintain cleanliness of the Gold Room and VIP Room
• Assist in welcoming and training any new Row team members
• Exemplify our core values, family style service, our mission and vision
• Exemplify our DEI (diversity, equity, inclusion) culture
• Perform other job-related duties as assigned

• Excellent communication skills with the ability to read, write and communicate verbally in English
• Ability to perform above average mathematical skills; type 35 wpm; PC skills, including Word and Excel
• Ability to understand and comply with all company and departmental rules, regulations, policies and procedures
• Ability to establish and maintain effective working relationships with staff and Guests
• High School diploma or equivalent
• Experience:
  
  Must have excellent communication skills in English both written and verbally. PC skills including familiarity with Outlook, Excel, Word, LMS programs desired. Prior Hotel and Bartending skills preferred
• Certificate/License:
  Alcohol Awareness Certified, Gaming Certification, Must be 21 years or older

• Work may be performed in areas, which may be unusually hot, cold, noisy, smoky, dimly lit or brightly illuminated. Constant contact with Guests and staff is necessary
• Requires mobility
• Requires constant standing; frequent use of office equipment, computer, calculator, fax machine, copy machine; reaching up to 24 inches
• Requires the ability to distinguish letters, numbers, and symbols. Requires eye/hand coordination, normal vision range and absence of color blindness
• Area where work is performed consistently smoke or in a smoke-filled environment

GUEST SERVICE (INTERNAL/EXTERNAL) STANDARDS:
Employee is required to meet and deliver our core values, service standards, and family style service.

PERFORMANCE REQUIREMENTS:
Must have the ability to provide internal/ external guests with service excellence, have excellent communication skills and observation skills, and have an easygoing demeanor to ensure a fun and safe environment for our guests. Above average speech – both speaking and reading/writing English. Need excellent interpersonal skills. Work requires schedule flexibility which may include days off, nights, weekends, holidays, and overtime as needed.