Alexander Westerlund

In this role I would make daily contact with VIP players to review their accounts and bonus them accordingly while also maintaining and building good relationships with them. We will also assist with any questions or issues the player may be having with the app and help resolve any issues they may be experiencing.

• Provide support to Casino Marketing Operations and Executives to drive optimal customer experience and team alignment.
• Produce various reports, analysis, and recommendations to guide the Casino Marketing leadership teams.
• Maintains constant communication with Hotel front desk operations, VIP services, MGM Rewards team, and other departments as needed to maintain aligned and superior guest service
• Ensuring satisfactory service for all Gold + members.
• Input room reservations and creation of guest itineraries for all Casino Guests and Hotel Executives.

• Answer questions, check-in guest reservations and verify if special requests/amenities were delivered
• Resolve guest bills with casino hosts for any additional food, beverages or show tickets.
• Ensure correct charges and credits are posted, collect payments, handle credit transactions.
• Open/Close the VIP lounge daily by following department standards: running limo reports for arrival and departure information, and assigning rooms for VIP arrivals, ensuring guest rooms are assigned, amenities sent, run next day arrival reports.

• Provides upbeat, personalized service from first contact until reservation(s) completion for all shows, restaurants, and rooms etc. utilizing a "One Call Resolution" mentality.
• Provide excellent guest service, establish rapport and provide excellent service by answering questions, resolving disputes and adhering to guest requests.
• Proactively resolve any guest issue that arises, including the coordination of departmental assistance when necessary.