Ultra Luxury Concierge - The Mansion - MGM Grand
About The Position
As a Ultra‐Luxury Concierge at The Mansion, this role involves providing ultra-luxury concierge service by creating personalized, high-end experiences for VIP hotel, casino, and convention guests. The concierge manages reservations, itineraries, guest requests, and communication across multiple systems while coordinating with different departments to ensure seamless service and resolve issues. The job also requires strong knowledge of Las Vegas dining and entertainment, excellent communication, and a focus on exceeding guest expectations and meeting five-star service standards.
Requirements
- High School Diploma, GED or equivalent
- Works varied shifts including holidays and weekends
- 2+ years of prior relevant experience in VIP, FD, or Concierge highly preferred
Responsibilities
- Provide extraordinary service consistent with the Ultra‐Luxury core service standards, AAA 5 Diamond standards, Forbes Travel Guide 5 Star standards and brand attributes
- After completing new hire training team member must successfully operate through 7 different computer systems while managing multi line phones, respond to urgent emails all while performing the daily job responsibilities
- Assist VIP casino, hotel and convention guest reservations with hotel registration, hotel check out, concierge requests and provide all other supporting services
- Be able to properly identify Company Executives to ensure that all of their guest reservations are accurate and up to date
- Be and stay knowledgeable on all dining and entertainment venues in the Las Vegas area including but not limited to restaurants, golf courses, spas, nightclubs and tours in order to personalize recommendations for guests
- Be able to describe, solicit and enroll guests in the MGM Rewards loyalty program
- Be able to communicate eloquently and effectively through email, telephone and during face‐to‐face interactions
- Successfully pass quality assurance audits to include but not limited to guest service shops, monthly concierge knowledge checks, and companywide secret shops
- Own all requests and complaints; resolve issues immediately and follow up to ensure guest satisfaction
- Contact all Hotel guests within 48 hours of a confirmed reservation and assist with all of their pre‐arrival requests
- Assist in planning and creating itineraries for all incoming Hotel guests
- Greet guests upon arrival at the curb and escort them into the lounge for their registration needs
- Perform follow up calls for all Hotel guests that have arrived
- Manage the group inbox by responding to all email correspondence within 24 hours in addition to personal email
- Be able to identify, record and update guest personal profiles
- Act as a liaison between multiple departments to execute elaborate guest requests room set gathering and special occasions
Benefits
- Wellness incentive programs to help you stay healthy physically and mentally.
- Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more.
- Free meals in our employee dining room.
- Free parking on and off-shift.
- Health & Income Protection benefits (for eligible employees).
- Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
