Representative, Resort Services- On Call

About the Role

The Resort Services Agent coordinates world-class guest service through the Resorts World Las Vegas Call Center. In this multi-faceted role, you will be at the center of service activity, accommodating a diverse group of guests and engaging in surprisingly unscripted interactions that set us apart from the competition.

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.
• 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.
• Arrange and coordinate all time-sensitive documents, travel arrangements, and marketing trip resolutions.
• 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.
• Maintain knowledge of current service offerings, in-room offerings, product inventory levels, in-house activities or events, and travel conditions.
• Assist with direct booking reservations and Genting Rewards reservations requests.
• Obtain and maintain full knowledge and understanding of company and department rules, regulations, policies, and procedures.
• Use personal device/cellular phone for job-related operational tasks, duties, and review of company documents.
• Adhere to the company’s five core non-negotiable responsibilities:
  • Everyone is an Ambassador: Treat the property like your own home, ensuring a clean environment and every guest gets what they need.
  • Everyone works in Safety: Address safety concerns by correcting them or notifying the appropriate department.
  • Everyone works in Security: Report security concerns if you See Something, Say Something.
  • Everyone works in EVS: Pick up trash or notify the appropriate department for larger messes.
  • Everyone works in Guest Experience: Assist guests with a smile and notify the appropriate department if further assistance is needed.
• Other duties as assigned.

Requirements

• 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 of company and department rules, regulations, policies, and procedures.
• At least 21 years of age.
• High School Diploma or equivalent.
• Proof of eligibility to work in the United States.
• Ability to obtain Nevada Gaming Registration.

Preferred Qualifications

• 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.
• Fluent in Spanish and able to assist with the Spanish Queue.
• Previous experience in a large, luxury resort setting.

Physical Demands

• Work is typically performed in an office environment.
• Must be tolerant to varying conditions of noise level, temperature, illumination, and air quality.
• Prolonged sitting/standing.
• Bending and reaching.
• Transporting, pushing, pulling, lifting, and maneuvering items weighing up to 20 lbs.
• Eye/hand coordination.
• Ability to comply with Policies and Procedures, job descriptions, daily memorandums, chemical labels (SDS), and other instructions.