Job Title : VIP Coordinator
Department : Customer Service
Property : Horseshoe Council Bluffs
Shift : Swing
Status : Full-Time

Responsible for providing excellent guest service to our guests by answering customer calls through telephone switchboard; selling and booking hotel, VIP, and special events reservations and direct mail offers; and through comp limits, special services/amenities available, and special targeted player events.
* Approves and issues limited complimentaries to mid to high end rated players based on established theoretical guidelines including rooms, restaurants, transportation, special events and shows.
* Establishes and maintains positive customer contact at the VIP Lounge, handles difficult customer interactions, and directs mid to high end customer disputes to the proper host.
* Coordinates RSVP responses for mid to high end customer special events and necessary accommodations.
* Able to form positive relationships with guests to communicate player worth and amenity information.
* Maintains confidentiality of sensitive information at all times.
* Performs all other related and compatible duties as assigned.
* Acts as a role model and always presents oneself as a credit to Harrah’s and encourages others to do the same.
* Adheres to all regulatory, departmental and company policies.

Job Description:
1 year casino and/or hotel experience in a guest services area or equivalent.
* Basic keyboarding skills required.
* Knowledge of player tracking systems (CMS/LMS/WINet/PCS and other databases), Word and Excel preferred.
* Must possess excellent customer service skills.
* Good oral and written communication skills, must be fluent and literate in English, bilingual experience preferred.
* Ability to respond calmly and make rational decisions when required.
* Physically mobile with reasonable accommodations to maneuver around work areas with the ability to push, pull, reach, bend, twist, stoop and stack.
* Able to be on feet for entire shift.

Qualifications:
* Successful or better performance against Performance Appraisal Standards.
* Teamwork – ability to work collaboratively within the outlet for effective day to day operations.
* Compliance with all regulatory, governmental, and safety requirements.
* Ability to meet deadlines and effectively manage multiple priorities in a demanding work environment.
* Knowledge of and compliance with department, property and company policies and procedures.

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