Representative, Resort Services - VIP Reservations

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.

Ability to evaluate and redeem offers associated to gaming customers. 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 emails, guest verbatim comments and social media commentary.

Help resolve guest challenges and special requests within limits of authority, empowerment and in a timely manner. Redemption of guests’ promotions, issuance of comps and reviewing of guests’ play.

Ensures all promotional campaigns are configured in the player tracking and hotel systems. Issue complementary amenities based upon specific casino guidelines for levels of play.

Assist casino hosts, VIP, Players Club, Box Office, and other departments with information regarding casino guests. Answering telephone calls from casino guests requesting information or services from the Player Development staff.

Maintaining all special event spreadsheets along with cabana log sheet and ACD Log report. Handling all Concierge requests for our casino guests and the player development department.

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. Qualifications : Includes, but is not limited to : 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.

Preferred : At least one year of previous contact center, front desk, dispatch, concierge and / or casino VIP 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.

Minimum Education and Experience : At least 21 years of age. High School Diploma or equivalent. Minimum six months of Customer Service experience.

Certificates, Licenses, Regulations : Proof of eligibility to work in the United States Ability to obtain the following : Nevada Gaming Registration Physical Demands : The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 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 Description, daily memorandums, chemical labels (MSDS) and other instructions.

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.

Ability to evaluate and redeem offers associated to gaming customers. 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 emails, guest verbatim comments and social media commentary.

Help resolve guest challenges and special requests within limits of authority, empowerment and in a timely manner. Redemption of guests’ promotions, issuance of comps and reviewing of guests’ play.

Ensures all promotional campaigns are configured in the player tracking and hotel systems. Issue complementary amenities based upon specific casino guidelines for levels of play.

Assist casino hosts, VIP, Players Club, Box Office, and other departments with information regarding casino guests. Answering telephone calls from casino guests requesting information or services from the Player Development staff.

Maintaining all special event spreadsheets along with cabana log sheet and ACD Log report. Handling all Concierge requests for our casino guests and the player development department.

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.

Qualifications : Includes, but is not limited to : 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.

Preferred : At least one year of previous contact center, front desk, dispatch, concierge and / or casino VIP 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.

Minimum Education and Experience : At least 21 years of age. High School Diploma or equivalent. Minimum six months of Customer Service experience.

Certificates, Licenses, Regulations : Proof of eligibility to work in the United States Ability to obtain the following : Nevada Gaming Registration