Representative, Resort Services - VIP Reservations - Resorts World Las Vegas
Las Vegas, NV 89109
About the Job
Overview:
Summary Statement:
The Resort Services Agent is responsible for coordinating world-class guest service through Resorts World Las Vegas Call Center. In this multi-facet role, you will be at the center of service activity, accommodating a diverse group of guests and engaging in the kinds of surprisingly unscripted interactions that separate us from the competition.
Job Duties:Primary Job Duties: – Includes, but is not limited to:
- Assist with all in-house calls originating from guest rooms and team members, and overflow calls from other in-house call centers as directed.
- Ability to evaluate and redeem offers associated to gaming customers.
- Assist with adjustment and settlement of guest folios.
- Ability to navigate and operate multiple system applications.
- Enter and track work orders utilizing the maintenance work order management system.
- Provide follow-up to ensure completion and satisfaction for guest requests and logged service breakdowns.
- Provide well-crafted responses to guest emails, guest verbatim comments and social media commentary.
- Help resolve guest challenges and special requests within limits of authority, empowerment and in a timely manner.
- Redemption of guests’ promotions, issuance of comps and reviewing of guests’ play.
- Ensures all promotional campaigns are configured in the player tracking and hotel systems.
- Issue complementary amenities based upon specific casino guidelines for levels of play.
- Assist casino hosts, VIP, Players Club, Box Office, and other departments with information regarding casino guests.
- Answering telephone calls from casino guests requesting information or services from the Player Development staff.
- Maintaining all special event spreadsheets along with cabana log sheet and ACD Log report.
- Handling all Concierge requests for our casino guests and the player development department.
- Assist with email management by responding to emails within scope of responsibility and routing correspondence to the appropriate departments.
- Conduct guest check-out process via phone.
- Maintain knowledge of current service offerings, in-room offerings, current product inventory levels, in-house activities, or events and travel conditions.
- Communicate and respond to security codes as expected.
- Ability to obtain and maintain full knowledge and understanding of company and department rules and regulations, policies, and procedures.
- Ensure that required licensing is maintained & updated.
- Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.
- Other duties as assigned.
Qualifications: – Includes, but is not limited to:
- Strong computer skills with the ability to comfortably navigate multiple, complex systems.
- Ability to effectively communicate in English.
- Ability to work varied shifts, including nights, weekends, and holidays.
- Polished appearance and demeanor.
- Excellent customer service skills.
- Ability to obtain and maintain full knowledge and understanding of company and department rules and regulations, policies, and procedures.
Preferred:
- At least one year of previous contact center, front desk, dispatch, concierge and/or casino VIP experience.
- Strong working knowledge of Microsoft Office applications, Point of Sale systems, Property. Management systems and Casino Player Tracking systems.
- Working knowledge of Opera, HotSOS and/or Synkros by Konami.
- Previous experience in a large, luxury resort setting.
- Fluent in Spanish and able to assist with the Spanish Queue.
Minimum Education and Experience:
- At least 21 years of age.
- High School Diploma or equivalent.
- Minimum six months of Customer Service experience.
Certificates, Licenses, Regulations:
- Proof of eligibility to work in the United States
- Ability to obtain the following:
Nevada Gaming Registration
Source : Resorts World Las Vegas