Representative, Resort Services I

Resorts World Las Vegas•Las Vegas, NV

About The Position

The Resort Services Agent coordinates guest service through the Resorts World Las Vegas Call Center. This multifaceted role handles guest and team-member calls, inquiries, reservations, service requests, and follow-up, while supporting a diverse range of guests and providing personalized assistance. The position also requires maintaining knowledge of resort services, offerings, inventory, activities, events, and travel conditions. Team Members are expected to act as ambassadors and take personal ownership of the company's interests and its five core responsibilities: Ambassador, Safety, Security, EVS, and Guest Experience. This includes addressing or reporting safety and security concerns, maintaining cleanliness, and assisting guests or directing them to the appropriate department.

Requirements

At least 21 years of age.
High school diploma or equivalent.
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, regulations, policies, and procedures.
Proof of eligibility to work in the United States.
Ability to obtain Nevada Gaming Registration.

Nice To Haves

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.
Fluency in Spanish and ability to assist with the Spanish Queue.
Previous experience in a large, luxury resort setting.

Responsibilities

Assist with in-house calls from guest rooms and team members, and overflow calls from other in-house call centers as directed.
Navigate and operate multiple system applications.
Enter and track work orders in the maintenance work order management system.
Follow up to confirm completion and guest satisfaction for requests and logged service breakdowns.
Respond to guest inquiries via email and Red Chat.
Assist with third-party reservations booked through Hilton, Expedia, Booking.com, and third-party partnerships.
Arrange and coordinate time-sensitive documents, travel arrangements, and marketing trip resolutions.
Resolve guest challenges and special requests within the limits of authority and empowerment, in a timely manner.
Respond to emails within the scope of responsibility and route correspondence to appropriate departments.
Maintain knowledge of current service and in-room offerings, product inventory levels, in-house activities and events, and travel conditions.
Assist with direct booking and Genting Rewards reservation requests.
Obtain and maintain full knowledge and understanding of company and department rules, regulations, policies, and procedures.
Use a personal device or cellular phone for job-related operational tasks, duties, and review of company documents.
Perform other duties as assigned.
Take personal ownership of the company's five core responsibilities: act as an ambassador, contribute to safety and security, support environmental services by addressing or reporting cleanliness issues, and assist guests or notify the appropriate department or individual.