Seminole Hard Rock Life August/September Edition | Page 2

Q&A

VIP
SERVICES

L to R: Jessica Breto and Samantha Cox
with VIP Services team.

The VIP Services team is dedicated to providing our VIP guests with a personalized, rock royalty experience
during their time at the resort. Director of VIP Services, Samantha Cox and Manager of VIP Services, Jessica
Breto, gave their perspective on what it is like to lead a team of eight in raising the standard for VIP treatment.

Q: What are some of the things you do to provide
guests with a VIP experience?

Q: Where have some of these VIP guests
traveled from?

A true VIP experience starts before the guest even
arrives at the property. We coordinate the arrival and
stay of our VIP guests during their visit and work closely
with various departments such as hotel, housekeeping
and food & beverage to ensure all of the amenities
are set to their personal preferences. We have set a
standard that our guests now expect whenever they
travel to Seminole Hard Rock Hollywood.

Our guests have flown in from all over the world,
including Macau, London, Japan, China, Malaysia, Peru,
Brazil and domestically throughout the United States.

Q: What is your favorite aspect of working in
VIP Services?
The interaction! We take pride in seeing our guests
truly delighted with the personal, professional service
they receive. It is also very exciting! It can be a smooth
day and suddenly we are rushed to accommodate an
unexpected guest who has decided to fly in within a
couple of hours. Working with a team of enthusiastic,
passionate people is a dream come true.

Q: Where on property can players find a representative
from VIP Services?
They are all over the property, but typically you can find
VIP representatives interacting and meeting guests in
the High Limit gaming areas. Knowing our players on
a personal level is one of our top priorities; we strive to
create an upscale experience for all our guests across
the board. We value the relationships we have fostered
with our guests and are looking for new ways to
increase customer satisfaction.

Q: Do you see many guests upgrade their
status to VIP?
Yes, we consistently have guests elevate their play level
to achieve VIP status.