Reservationist, Luxury Services

Resorts World Las Vegas•Las Vegas, NV

1d•Onsite

About The Position

The Reservationist, Luxury Services will ensure consistency in service delivery to all VIP guests, aiming to exceed their expectations by responding to guest service interactions in a professional and timely manner, while continuously seeking ways to enhance their experience. This role involves interacting with high-profile Casino and VIP guests, working assigned stations based on business needs, and possessing the necessary knowledge and skill to act in various capacities. The Reservationist will navigate multiple property management systems simultaneously to assist guests and fellow Team Members, maintain a good working knowledge of and comply with all procedures of VIP and Marketing Operations, and respond to all guest requests promptly, resolving concerns with urgency and diplomacy. Key responsibilities also include attending to service in suites as needed, maintaining a thorough understanding of property offerings and amenities to create curated experiences and drive hotel revenue, providing hotel escorts, suite tours, and representing the brand as an ambassador. The role requires monitoring, documenting, and notifying the Manager of Luxury Services - Crockfords of any problems impacting departmental objectives, maintaining extensive knowledge of Hilton, Conrad, and Crockfords room types and amenities, and managing guest requests to ensure timely completion. Additionally, the use of personal devices for job-related operational tasks is expected. Resorts World Las Vegas is the first integrated resort built on the Strip in over a decade, developed by Genting Berhad and partnering with Hilton to feature Las Vegas Hilton, Conrad Las Vegas, and Crockfords Las Vegas. The resort spans 88 acres, offering 3,500+ guest rooms and suites, a gaming floor, globally inspired dining, luxury retail, award-winning entertainment, and forward-thinking technology. The company's culture is built on exceptional guest service, collaboration, and opportunity, with a commitment to diversity and inclusion.

Requirements

Ability to work varied shifts, including weekends and holidays.
Excellent interpersonal skills with the ability to deal effectively with guests, management, Team Members and other outside contacts.
Proven organizational skills and ability to function under time constraints and deadlines with attention to detail.
Ability to effectively communicate in English.
Professional appearance and demeanor.
Excellent customer service skills.
Ability to obtain & 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 two years of previous Customer Service experience in a luxury environment.
Proof of eligibility to work in the United States.
Ability to obtain Food Handler Card.
Ability to obtain Alcohol Awareness Card.
Ability to obtain Nevada Gaming Registration.
Ability to obtain Nevada Driver's License.

Nice To Haves

Trained in Forbes Travel Guide standards.
Working knowledge of Microsoft Office applications, Point of Sale systems, Property Management systems and Casino Player Tracking systems.
Working knowledge of OPERA, Konami Synkros, Symphony, Cisco and/or Housekeeping HotSOS.
Previous experience working in a call center, concierge, fine dining restaurant, front desk and/or VIP Lounge.
Fluent in more than one language.
Previous experience working in a large, luxury resort setting.

Responsibilities

Ensure consistency in service delivery to all VIP guests and that their expectations are exceeded.
Respond to guest service interactions in a professional and timely manner, while always seeking ways to enhance the experience in every interaction.
Interact with high-profile Casino and VIP guests.
Work assigned stations based on the needs of the business.
Possess the appropriate knowledge and skill level to act in any capacity required.
Navigate multiple property management systems simultaneously to assist guests and fellow Team Members.
Maintain a good working knowledge of and comply with all procedures of VIP and Marketing Operations.
Respond to all guest requests in a timely manner and resolve guest concerns with a sense of urgency and diplomacy, while always seeking ways to enhance the experience in every interaction.
Attend to service in suites as needed to support guests and team members.
Maintain thorough understanding of property offerings and amenities.
Utilize this knowledge to create curated experiences for guests, while simultaneously driving hotel revenue.
Provide hotel escorts, suite tours, explanation of services and represent the brand as an ambassador.
Monitor, document and notify the Manager of Luxury Services - Crockfords of any problems that may impact or jeopardize the achievement of current future departmental objectives.
Maintain extensive knowledge of Hilton, Conrad and Crockfords room types and amenities.
Manage and execute guest requests to ensure all matters are completed in a timely manner.
Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.
Perform other job-related duties as requested.
Treat this property like you would your own home.
Address safety concerns by correcting them or notifying the appropriate department or individual.
Notify the appropriate department or individual if there is a security concern.
Pick up trash on the floor or notify the appropriate department or individual if it is a mess that needs more attention.
Assist guests with a smile and notify the appropriate department or individual if more assistance is needed.