Specialist I Resort Services - On Call

Palms•Las Vegas, NV

8d•Onsite

About The Position

Under the direction of the Resort Services Leadership team, the Specialist I Resort Services assists transient and casino guests with room reservations and facilitates in-house service requests. As the voice of the Hotel, this role provides high-quality guest service by accurately and efficiently processing reservations and service requests to maximize the guest experience. The Specialist supports concierge services, guest itineraries, reservation sales, and coordination with hotel departments. The role also dispatches Bell Desk and Engineering support, handles guest requests through HotSOS, and extends casino guest complimentaries according to company guidelines. The position requires consistent attendance, adherence to confidentiality and health and safety policies, and flexibility to work evenings, weekends, holidays, and overtime when needed. Work is performed in an office setting with frequent contact with executives, department management, team members, and guests.

Requirements

High school diploma or GED required.
Must obtain a Nevada Gaming License.
Excellent telephone etiquette and verbal and written communication skills.
Ability to identify and prioritize issues.
Excellent organizational skills.
Strong interpersonal skills and a friendly, outgoing demeanor.
Detail-oriented, with the ability to multitask.
Schedule flexibility, including evenings, weekends, holiday shifts, and overtime when needed.
Ability to tolerate varying noise, temperature, illumination, and air quality conditions, including possible smoke exposure.
Ability to sit or stand for prolonged periods and move while on the phone.
Ability to balance, stoop, kneel, crouch, reach, push, pull, lift, grasp, talk, hear, and perform repetitive motions.
Ability to lift, carry, push, pull, or otherwise move objects weighing up to 75 pounds occasionally.
Eye-hand coordination.

Nice To Haves

At least two years of experience in hotel reservations or a hotel customer service role, preferably in a high-end or luxury hotel.
Intermediate proficiency in Microsoft Office.
Bilingual ability in a foreign language.

Responsibilities

Provide guests with a high level of customer service during all interactions.
Answer calls and process hotel and casino reservations using approved scripting and courteous service.
Describe room features and offer room types suited to guests’ needs.
Address guest concerns and provide solutions.
Facilitate in-house guest requests and coordinate accommodation changes with the Hotel Front Desk Team.
Accurately input and organize hotel and casino reservation information, including internet and travel agency requests and internal communications, and follow up appropriately.
Maintain accurate notes and logs of special requests and ensure requests are entered and blocked in the Lodging Management System (LMS).
Ensure reservations transferred to LMS are accurate.
Assist with concierge services, guest itineraries, and interdepartmental communications according to established protocols.
Assess guest requests and inquiries and provide tailored suggestions and recommendations.
Present information professionally in team member and business interactions.
Maintain knowledge of hotel selling strategy and room inventory status; sell rooms strategically using upselling and yield management techniques in accordance with company policy.
Maintain knowledge of hotel hours and amenities, including restaurants, spa, pool, casino promotions, event center, and special events.
Assist in-house guests with wake-up calls and enter their requests in HotSOS.
Dispatch the Bell Desk and Engineering using a radio to assist in-house guests.
Assess casino customer gaming data and extend appropriate complimentaries to qualified casino guests under company guidelines.
Safeguard confidential guest, department, and company data.
Follow company health and safety policies and procedures.
Contribute positively to a collaborative environment that supports team members’ learning, performance, and development.
Process group reservation changes and cancellations accurately.
Maintain consistent and regular attendance and perform other duties as assigned to support department operations.