Specialist I Resort Services - Overnight - Full Time

Under the direction of the Resort Services Leadership team, the Specialist I Resort Services is responsible for assisting both transient and casino guests with their room reservation needs in addition to facilitating in-house service requests. As the “voice” of the Hotel, the Resort Services Specialist I provides Best in Class guest service by accurately and efficiently processing room reservations and other service requests in order to maximize guest experience.

Core Responsibilities:

• Provides guests with the highest level of customer service during all interactions.  Answers phone calls and processes hotel and casino reservations in a courteous and gracious manner using approved scripting.  Can knowledgably describe each room’s physical elements and offer the guest a choice of room type that satisfies their needs.  Addresses guest concerns and provides exemplary solutions.  Efficiently facilitates in-house guest requests to ensure the highest level of guest satisfaction while aiming to exceed guest expectations.

• Accurately inputs and organizes hotel and casino reservation information, internet, travel agency requests and internal department communications with appropriate follow-up.  

• Maintains accurate notes of special requests and ensures guest requests are accurately entered into the Lodging Management System.

• Partners with Hotel Front Desk Team to accommodate in-house guest requests/accommodation changes to ensure a high level of guest satisfaction.

• Assists with Hotel concierge services, guest itineraries and coordination of inter-departmental communications according to established protocols. 

• Assesses guest requests and inquiries, offers creative suggestions and recommendations tailored to each guest’s unique needs. 

• Consistently presents information in a professional manner in both team member and business interactions.

• Maintains accurate logs of special requests and ensures requests are blocked in LMS.  Ensures all reservations transferred to LMS are accurate.

• Has a strong understanding of selling strategy for hotel and stays current on status of room inventory. 

• Strategically sells hotel rooms to maximize transient room revenue using up-sell and yield management techniques per Company policy. 

• Knowledgeable in Hotel hours of operation and amenity offerings such as Restaurants, Spa, Pool, Casino Promotions, Event Center, and Special Events.

• Assists in-house guests with wake-up calls and inputting in-house guests requests in HotSOS. The Resort Services Specialist I will dispatch the Bell Desk and Engineering using a radio to assist in-house guests.

• Accurately assess casino customer gaming data to extend an appropriate level of complimentaries to qualified casino guests based on established company guidelines.

• Safeguards confidential Guest, Department and Company data. 

• Adheres to all health and safety policies and procedures set by Company. 

• Positively contributes to an environment which motivates team members to collaborate, learn, perform and develop their skills. 

• Processes all changes and cancellations for group reservations accurately.

• Consistent and regular attendance is an essential function of this job.

• Performs other duties as assigned to support efficient operation of Department.

Qualifications:

• High school Diploma or GED required.

• Minimum two (2) years’ experience in Hotel Reservations or Hotel customer service role in high-end/luxury hotel preferred.

• Must obtain a Nevada Gaming License.

• Excellent telephone etiquette and verbal and written communication skills required.

• Must have schedule flexibility including evenings, weekends, holiday shifts and overtime when needed.

• Intermediate proficiency in Microsoft Office preferred.

• Ability to identify and prioritize issues.

• Excellent organizational skills.

• Strong interpersonal skills.

• Must possess a friendly and outgoing demeanor.

• Must be detail oriented and can multi-task.

• Bilingual in a foreign language preferred.

Physical Demands:

• Work is performed in an office setting.

• Must be tolerant to varying conditions of noise level, temperature, illumination, and air quality.

• May be exposed to smoke.

• The noise level in the work environment is usually moderate to loud.

• Constant contact with executives, department management, team members, and guests.

• Prolonged sitting or standing and mobility while on the phone.