Representative, Luxury Services Front Desk - Crockfords

Resorts World Las Vegas


Job Description
The Representative, Luxury Services Front Desk will ensure consistency in service delivery to all VIP guests to ensure that their expectations are exceeded by responding to guest service interactions in a professional and timely manner, while always seeking ways to enhance the experience in every interaction. 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:Review and understand suite inventory.Perform day to day operations for the Luxury Services department.Attend to service in suites as needed to support guests and team members.Navigate multiple property management systems simultaneously to assist guests. Assist in the coordination of guest requests with all applicable departments.Maintain extensive knowledge of Hilton, Conrad and Crockfords room types and amenities.Ensure consistency in service delivery to all VIP guests to ensure that their expectations are exceeded.Provide hotel escorts, suite tours, explanation of services and represent the brand as an ambassador.Respond to guest service interactions in a professional and timely manner, while always seeking ways to enhance the experience in every interaction.Interact with high-profile Casino and VIP guests.Work assigned stations based on the needs of the business.Execute the highest level of guest service standards which are consistent with Resorts World Las Vegas standards and brand attributes. Maintain thorough understanding of property offerings and amenities. Provide excellent service consistent with the Genting's core values and brand attributes. Monitor, document and notify the Manager of Luxury Services - Crockfords of any problems that may impact or jeopardize the achievement of current future departmental objectives. Welcome technology to enhance the guest experience by organically integrating the guests' use of technology into their journey and maintain a positive demeanor through the guest technology experience.Professionally communicate with guests and Team Members through face-to-face, e-mail, text message, and/or telephone forums.Obtain and maintain position-specific licensing. Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.Other duties as assigned.Required:At least one year of customer service experience. Ability to work varied shifts, including weekends and holidays.Ability to effectively communicate in English.Professional appearance and demeanor.Excellent customer service skills.Ability to obtain & maintain full knowledge and understanding of company and department rules and regulations, policies, and procedures.At least 21 years of age.Preferred:Trained in Forbes Travel Guide standards.Working knowledge of Microsoft Office applications, Point of Sale systems, Property Management systems and Casino Player Tracking systems. Working knowledge of OPERA, Konami Synkros, Symphony, Cisco and/or Housekeeping HotSOS.Previous experience working in a call center, concierge, fine dining restaurant, front desk and/or VIP Lounge.Fluent in more than one language.Previous experience working in a luxury resort setting. Standing75-100% BendingYes ClimbingYes Carrying/Lifting21-50 lbs WalkingYes CrawlingYes Sitting0-25% ReachingYes SquattingYes KneelingYes TwistingYes Pushing/Pulling41-100 lbs RunningNo TypingYes CommunicationYes Confined SpaceNo ContactsWorks Alone, with and around others Weather ConditionsExtreme Heat and Extreme Cold Hazardous ConditionsNo Noise LevelsHigh SmokeYes ShiftsYes
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