Representative, Resort Services Job Vacancy in Resorts World Las Vegas Las Vegas, NV 89109 – Latest Jobs in Las Vegas, NV 89109

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Company Name : Resorts World Las Vegas
Location : Las Vegas, NV 89109
Position : Representative, Resort Services

Job Description : We would love to be able to consider you for one of our amazing career opportunities. Please complete the online application and assessment at www.rwlvcareers.com.
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.
Core Job Responsibilities:
At Resorts World Las Vegas, we believe that every member of our team is an ambassador and is essential to the success of our company. We expect all Team Members to take personal ownership in ensuring everything they do is in the best interest of the company and that all will adhere to our five core non-negotiable responsibilities.

Everyone is an Ambassador – No matter where you work at Resorts World Las Vegas, it is your responsibility to treat this property like you would your own home. No one gets hurt, everyone feels secure, the environment is clean, and every Guest gets what they need.
Everyone works in Safety – If you have a safety concern it is your responsibility to address it by correcting it or notifying the appropriate department/individual.
Everyone works in Security – If you See Something it is your responsibility to Say Something. You must notify the appropriate department/individual if you feel there is a Security concern.
Everyone works in EVS – If there is trash on the floor, it is your responsibility to pick it up. If it is a mess that needs more attention, it is your responsibility to notify the appropriate department/individual.
Everyone works in Guest Experience – If a Guest needs assistance, it is your responsibility to assist that Guest and do so with a smile. If the Guest needs more assistance than you can provide, it is your responsibility to notify the appropriate department/individual.

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.
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.

Required:

At least six months of customer service experience.
Strong computer skills with the ability to comfortably navigate multiple, complex systems.
Ability to effectively communicate in English.
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.
At least 21 years of age.

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.

Job Type: Part-time
Application Question(s):

Do you have six months of customer service experience?

Language:

English (Required)

Shift availability:

Day Shift (Preferred)
Night Shift (Preferred)
Overnight Shift (Preferred)

Work Location: One location

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