Representative, Resort Services

Resorts World Las Vegas•Las Vegas, NV

About The Position

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. 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. 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 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. 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.

Requirements

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.
At least 21 years of age.
High School Diploma or equivalent.
Minimum six months of Customer Service experience.
Proof of eligibility to work in the United States.
Ability to obtain the following: 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.
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.

Responsibilities

Assist with all in-house calls originating from guest rooms and team members, and overflow calls from other in-house call centers as directed.
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 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.
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.