VIP Services Representative - Vip Services

About Seminole Hard Rock Hotel & Casino Hollywood
Seminole Hard Rock Hotel & Casino Hollywood is the flagship casino resort of Hard Rock International, owned by the Seminole Tribe of Florida. This world-renowned entertainment, gaming and hospitality destination unveiled a $1.5 billion expansion on Oct. 24, 2019.  New offerings include 638 upscale guestrooms in the first-ever Guitar Hotel, 168 luxury guestrooms and unique swim-up suites in the adjacent Oasis Tower at Seminole Hard Rock Hotel & Casino Hollywood, and 465 newly redesigned guestrooms in Hard Rock Hotel for a combined room count of 1,271 throughout the resort. Additional  amenities include the lush, “Bora Bora” style lagoon with private cabanas and butler service; a 42,000 square-foot Rock Spa® & Salon; a 13.5-acre recreational water experience for swimming, kayaking and paddle boarding; 19 dining outlets and 20 bars and lounges; an expansive gaming floor with 3,100 slots, 195 table games and a 45-table poker room; 120,000 square feet of premier meeting and convention space including a 38,000 square-foot, carpeted exhibition hall; and a 26,000 square-foot retail promenade. The highly anticipated Hard Rock Live entertainment venue with a 7,000-person capacity, will showcase A-list entertainers, comedy acts, Broadway performances, sporting events and live broadcast productions. The integrated resort is located on 87 acres of the Hollywood Seminole Reservation along State Road 7 (U.S. Highway 441), and is 10 minutes from Fort Lauderdale/Hollywood International Airport and 30 minutes from downtown Miami and Miami International Airport. For more information, visit us online at www.seminolehardrockhollywood.com, call 800-937-0010 or follow us: Facebook: SeminoleHardRockHollywood, Twitter: @HardRockHolly, Instagram: @HardRockHolly.
Benefits & Perks:
We offer rockin' benefits that include Medical, Dental, Vision & Life Insurances, 401K, Paid time off, Annual Bonus Opportunity & much more! Please visit www.gotoworkhappy.com/benefits to see our full list of benefits!

Job Description:

Under the direction of the Manager – VIP Services offers exceptional personalized service to guests in our high end areas. Provides a number of services, including concierge services and caters to a wide variety of requests from guests.

Essential Job Functions:

• Exhibit conduct in accordance with all Gaming Commission Regulations and Seminole Tribe of Florida departmental policies and procedures.
• Adhere to the highest levels of guest service and provide exceptional guest service that differentiates us from the competition. Ensure the day to day satisfaction of each high end guest.
• Greet guests as they enter assigned high end area.
• Create VIP reports daily based on VIP arrivals
• Work closely with Butlers to execute VIP requests
• Meet and greet guests upon arrivals and departures when VIP Manager/Director is unavailable
• Coordinate and communicate with other casino and hotel staff to ensure each guest’s experience is memorable and all aspects of the guest visit are executed flawlessly (i.e. Room service, restaurants, housekeeping, high limit gaming areas, etc)
• Provide daily shift reports to VIP Services Manager
• Preregistering and checking suites, cutting room keys, preparing luggage tags for smooth arrivals.
• Complete VIP Daily Checklist
• Assist VIP manager for arriving guests – preregistering and walking rooms, cutting room keys, preparing luggage tags for smooth arrivals.
• Initiate and engage guests in conversation in a professional and friendly manner while maintaining confidentiality. Approach guests regarding any needs or requests such as food or beverage.
• Provide concierge services such as making reservations for shows, dinner, outings, spa or suggesting suitable entertainment options.
• Respond to special requests of guests, as well as guest complaints and inquiries in a calm, prompt, courteous manner.
• Coordinate with IRD team members to make sure our Coffee, Tea and Snack Credenza is stocked and maintained. Serve our guests in a timely manner should they want a beverage or snack.
• Ensure Lounge Space and Front desk Area are maintained
• Strive to provide the best and personalized service to each and every guest.
• Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate managers of concerns and observations.
• Demonstrate actions and behaviors that reinforce the Company’s Mission and Values of Communication, Integrity, Fun, Respect, Accountability, Passion and Dedication.
• Ensure prompt and discreet notification to managers and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
• Performs other duties as assigned.

Qualifications:

High School Diploma or equivalent and three (3) years guest service experience in a hospitality environment. Must have knowledge of MS Office to include Word and Excel.  Knowledge of LMS or similar software is preferred.

Work Environment:

• While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• The Casino environment is hectic, fast-paced and often crowded and noisy. May be exposed to casino related environmental factors including, but not limited to, second hand smoke, excessive noise and constant exposure to general public. 
• Must be able to communicate effectively with guests in English specific to position duties and responsibilities.

Closing:

As part of Seminole Gaming’s employment process, final candidates will be required to obtain gaming licensure by completing a background check with Seminole Gaming Compliance and Regulations, prior to an offer being extended. These background checks may include, but are not limited to:

• Credit Check
• Criminal Background Check 

Disclaimer
While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

The Company gives preference in all of its employment practices to Native Americans. First preference in hiring, promoting and in all other aspects of employment is given to members of the Seminole Tribe who meet the job requirements. Second preference is given to members of other federally recognized Native American Tribes who meet the job requirements.