Customer Relations Representative

Landry's, LLC. • Las Vegas, NV

1d

About The Position

The Customer Relations Representative creates positive and memorable guest experiences by addressing inquiries, providing support, and advocating for guest needs. Acting as a liaison between guests and operational departments, the representative facilitates timely resolutions, manages guest feedback, and supports service recovery. Through effective communication and collaboration, the role strengthens guest loyalty, supports operational excellence, and identifies opportunities to improve the overall guest experience.

Requirements

• Demonstrated ability to provide exceptional guest service and build positive relationships with guests and team members.
• Strong problem-solving and critical-thinking skills, including the ability to assess situations and determine appropriate resolutions.
• Excellent verbal and written communication skills and the ability to communicate professionally and effectively in English.
• Strong interpersonal skills and the ability to remain professional, empathetic, and composed when handling sensitive situations.
• Ability to manage multiple priorities, maintain attention to detail, and meet deadlines in a fast-paced environment.
• Organizational and administrative skills, including accurate documentation and recordkeeping.
• Ability to work independently and collaborate effectively with cross-functional teams.
• Proficiency in Microsoft Office applications and ability to learn and use guest services, CRM, and case management systems.
• Ability to maintain confidentiality and exercise sound judgment when handling guest information and concerns.
• Flexibility to work varied schedules, including evenings, weekends, and holidays, as needed.
• Previous experience in hospitality, guest relations, customer service, or a related field.
• Experience with guest feedback, service recovery, and issue resolution.
• Experience using property management, customer relationship management (CRM), or case management systems.

Responsibilities

• Serve as a primary point of contact for guest inquiries, requests, and concerns, delivering exceptional guest service.
• Resolve guest issues and service challenges promptly and professionally in support of guest satisfaction and loyalty.
• Advocate for guests by identifying needs, coordinating solutions, and following up on commitments in a timely manner.
• Coordinate with operational departments to communicate and resolve guest requests and feedback.
• Manage guest feedback and service recovery efforts to improve the guest experience and protect the organization's reputation.
• Accurately document guest interactions, concerns, resolutions, and trends in designated systems.
• Monitor guest feedback and satisfaction data to identify recurring issues and opportunities for service improvement.
• Escalate complex, high-impact, or sensitive concerns to appropriate leaders while maintaining ownership of the guest experience.
• Build and maintain positive guest relationships through proactive communication and personalized service.
• Support guest satisfaction goals by promoting service excellence and continuous improvement initiatives.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed