MGM Resorts International VIP Services Representative (New York New York - Las Vegas) in New York, New York


Las Vegas, Nevada

It is the primary responsibility of the VIP Services Representative to answer telephones in a friendly and timely manner, establish rapport, and provide excellent service by answering questions, resolving disputes and adhering to guest requests. Proactively resolve guest issues that arise, including the coordination of departmental assistance when necessary. Notify supervisor/manager of any suspicious or unusual activity and/or transactions in a timely and responsible manner.

  • Answer ACD (automatic call distribution) line in a friendly, professional and timely manner.

  • Assists guests with booking, changing or inquiring about reservations.

  • Issues complementary amenities based upon specific casino guidelines for levels of play.

  • Ability to read, understand and evaluate casino play.

  • Suggests activities and books reservations as it pertains to guest entertainment, dining, and other services.

  • Promotes the company’s outlets and amenities by educating guests on restaurants, shows, and other outlets such as spa, retail, and pool.

  • Ensures guest information is updated and accurate at all times, such as their addresses, phone numbers, guest profiles and preferences.

  • Provides excellent service consistent with the property’s core service standards and brand attributes.

  • Assists casino hosts, VIP Lounge, M life Rewards Desk, Special Events, Box Office and other departments with information regarding casino guests.

  • Performs all duties as deemed necessary for the success of the department.

  • Performs all other job related duties as requested.


  • At least 6 months of experience handling high-volume calls and multi-line phones.

  • At least 1 year of guest service experience.

  • Ability to multi task in various situations.

  • Ability to be a clear thinker, remaining calm and resolving problems using good judgment.

  • Ability to maintain confidentiality of guest information and pertinent hotel data.

  • Ability to perform job functions with attention to detail, speed, and accuracy.

  • Ability to work cohesively with co-workers as part of a team.

  • Ability to understand guest service needs.

  • Ability to work with minimal supervision.

  • Ability to follow directions thoroughly.

  • Ability to be prioritized and organized.

  • Excellent customer service skills.

  • Have interpersonal skills to deal effectively with all business contacts.

  • Professional appearance and demeanor.

  • Work varied shifts, including weekends and holidays.

  • High school diploma or equivalent.

  • Able to effectively communicate in English, in both written and oral forms.


  • Previous experience working in a similar resort setting.

MGM Resorts International develops, builds and operates unique destination resorts designed to provide a total resort experience, including first-class accommodations and dining, world-class entertainment, state-of-the-art meeting and convention facilities, and high-quality retail and gaming experiences.

With 77,000+ employees, the Company is one of the world's leading global hospitality and entertainment companies with 23 resorts. We’re proud to be recognized for our commitment to being socially responsible, including an industry-leading diversity and inclusive culture, community engagement and philanthropy initiatives, and a commitment to environmentally sustainable approaches in development and operations.

While we operate leading resorts and amenities, ultimately it is the people of MGM Resorts who make the difference daily by providing the ultimate guest experience. We welcome you to join us.

If you are an individual with a disability and need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact our Corporate Diversity and Disability Outreach department at 1-844-247-0370 or email .

We are an Equal Opportunity Employer. We are also committed to protecting the privacy of visitors to our employment application site, including the protection of any personal information provided to us. For more information about MGM Resorts International, including our privacy policy at and commitment to diversity and inclusion, please visit at careers.