Steven Thomas

Experience

• 

  ARIA Resort & Casino

  Nov 2009 - Nov 2021

  The primary duties of a VIP Service Supervisor are to maintain office policies and procedures with regards to the Call Center. This position provides creating an upbeat office environment, maintaining hotel occupancy, and working on guest relations by utilizing a “One Call Resolution” mentality. Guest Service: Overall servicing of in house as well as pending ARIA guests. Going above and beyond guest expectations and ultimately receiving positive feedback from our customers.Scheduling, overseeing daily operations, commendations, and counseling of Casino VIP Services Coordinators.Serve as a leader for employees while fostering teamwork, employee morale, motivation, and open communicationComp Decisions: Adhering to the comp criteria, functioning independently within the criteria, and explaining exceptions to this policyManaging daily block of high-end suites, events tickets, show tickets and cabanas.Generate Daily and Monthly Call Reporting Show less The primary duties of a VIP Service Coordinator are to assist our Five Star Luxury guests from beginning to end with every aspect of their stay. Providing professional, upbeat, and personalized service.Taking Inbound calls for Aria VIP Services, Host Services, and assist with Supervisor calls.Assist booking Mlife customers with Room Reservations, based on guest promotions and casino play. Assist with booking shows, special events, dinning, and transportation. Assist in new hire / customer service training within the department.Assist with as back up supervisor as needed for assist in special customer requests, complaints, assist with approvals.Evaluate casino guest play and issue comps based upon gaming activity and comp criteria. Assist with getting approvals for special events or code earned tickets based on tickets available.Assist lead Coordinators with Calls and Emails for Aria Casino Marketing and Host Services. Setting up Hosted reservations based on individual requests for each guest. Assist with Approvals for suites based on casino play and based on Inventory provided by Hotel Operations. Assist other departments special requests as needed. Show less

  • VIP Services Supervisor

    Dec 2019 - Nov 2021

  • VIP Services Coordinator

    Nov 2009 - Dec 2019
• 

  MGM Resorts International

  Nov 2021 - now

  National Marketing Supervisor

  Assists Hosts with reservation requests and incoming telephone calls.Coordinates groups and special events in terms of pre-arrival room blocking and registration, VIP Lounge check-in and check-out, ground transportation, etc. Coordinates with other administrative staff.Assists hosts with expense reports.Facilitates telemarketing program in terms or issuing lists and preparing follow-up letters.Compiles basic analysis/correspondence as requested.Research and reviews comp exceptionsPrepares host schedule.Prepares production reports and other financial metrics.The position will assume telemarketing list distribution for both the telemarketing division and hosts; also prepares call tracking reports • Coordinates the ordering of office supplies.Resolves customer disputes and complaints.Enforces the privacy of all guests and limits requests for information about such guests in accordance with hotel policies. Ensures confidentiality of all casino information.Perform other job-related duties as requested. Show less