Resort Services AgentThe 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.
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 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 inquiries via email and Red Chat.
Assist with third-party reservations booked through Hilton, Expedia, Booking.com, and third-party partnerships.
Arranges and coordinates all time-sensitive documents, travel arrangements and marketing trip resolutions.
Help resolve guest challenges and special requests within limits of authority, empowerment and in a timely manner.
Assist with email management by responding to emails within scope of responsibility and routing correspondence to the appropriate departments.
Maintain knowledge of current service offerings, in-room offerings, current product inventory levels, in-house activities, or events and travel conditions.
Assist with direct booking reservations and Genting Rewards reservations requests.
Ability to obtain and maintain full knowledge and understanding of company and department rules and regulations, policies, and procedures.
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 working knowledge of Microsoft Office applications, Point of Sale systems, Property Management systems and Casino Player Tracking 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.
At least six months of customer service experience.
Working knowledge of Opera, HotSOS and/or Synkros by Konami.
Fluent in Spanish and able to assist with the Spanish Queue.
Previous experience in a large, luxury resort setting.
Minimum Education and Experience:- At least 21 years of age.
- High School Diploma or equivalent.
- Certificates, Licenses, Regulations:
- Proof of eligibility to work in the United States.
- Ability to obtain: Nevada Gaming Registration
Physical Demands:
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is typically performed in an office environment.
Must be tolerant to varying conditions of noise level, temperature, illumination and air quality.
Prolonged sitting/standing.
Bending and reaching.
Transporting, pushing, pulling, lifting and maneuvering items weighing up to 20 lbs.
Eye/hand coordination.
Ability to comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (SDS) and other instructions.
