Agent - Resort Services

About the Role

As an Agent – Resort Services, you will perform all Telecom, Front Desk, and Concierge services, including answering incoming guest inquiries (calls, texts, emails, chat), executing guest requests, booking experiences, and directing guests to the correct locations both on and off property. All duties adhere to departmental and The Venetian Resort’s policies, practices, and procedures.

Responsibilities

• Receive inbound calls and messages from on-property guests and direct them to the appropriate departments.
• Provide unmatched service to each guest.
• Contact and communicate with Hotel/Casino guests within the vicinity as needed.
• Locate key company Team Members via various communication methods.
• Arrange and perform wake-up calls and offer special services as requested by guests or management.
• Review arrival messages according to schedules and update guest status indicators.
• Input Housekeeping requests, Facility Tickets, amenities, and other inquiries as needed.
• Manage in-house guest needs, including stay extensions, suite changes, folio/billing inquiries, late checkouts, checkouts, and event/group/promo information.
• Book on-property experiences such as box office, restaurants, cabanas, gondola rides, spa, and amenities.
• Handle and resolve guest challenges effectively.
• Provide assistance to meet the needs of guests, clients, or customers.
• Adhere to safety as an essential function of the job.
• Maintain consistent and regular attendance.
• Perform other related duties as assigned.

Requirements

• 18 years of age or older.
• Proof of authorization/eligibility to work in the United States.
• High School diploma or equivalent.
• Must be able to obtain and maintain any required certification or license as mandated by law or policy.
• 1–2 years of experience in a Luxury Hotel & Casino environment is preferred.
• Knowledge of Xtend, SDD Jazz, HotSOS, Zingle, and LMS is preferred.
• Proficient in Microsoft Word and Excel; ability to type a minimum of 35 WPM.
• Ability to communicate clearly and effectively in English, both verbally and in writing.
• Strong interpersonal skills with the ability to interact effectively with guests and Team Members of diverse backgrounds and experience levels.
• Must be available to work varied shifts, including nights, weekends, and holidays.

Physical Requirements

• Ability to lift or carry 20 pounds unassisted.
• Physically access all areas of the property and drive areas with or without reasonable accommodation.
• Maintain composure under pressure and consistently meet deadlines.
• Ability to interact appropriately and effectively with guests, management, Team Members, and outside contacts.
• Ability to walk, sit, stand, stretch, bend, and kneel for prolonged periods.
• Work in a fast-paced and busy environment.
• Work indoors and be exposed to environmental factors such as CRT, noise, dust, and cigarette smoke.

Company Standards of Conduct

All Team Members are expected to conduct and carry themselves in a professional manner at all times, observing the Company’s standards, work requirements, and rules of conduct.