Summary Statement:

The Reservationist, Luxury Services 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.

Primary Job Duties: Includes but is not limited to:

• Ensure consistency in service delivery to all VIP guests and that their expectations are exceeded.
• 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. Possess the appropriate knowledge and skill level to act in any capacity required.
• Navigate multiple property management systems simultaneously to assist guests and fellow Team Members.
• Maintain a good working knowledge of and comply with all procedures of VIP and Marketing Operations.
• Respond to all guest requests in a timely manner and resolve guest concerns with a sense of urgency and diplomacy, while always seeking ways to enhance the experience in every interaction.
• Attend to service in suites as needed to support guests and team members.
• Maintain thorough understanding of property offerings and amenities. Utilize this knowledge to create curated experiences for guests, while simultaneously driving hotel revenue.
• Provide hotel escorts, suite tours, explanation of services and represent the brand as an ambassador.
• 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.
• Maintain extensive knowledge of Hilton, Conrad and Crockfords room types and amenities.
• Manage and execute guest requests to ensure all matters are completed in a timely manner.
• Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.
• Perform other job-related duties as requested.

Qualifications: Includes but is not limited to:

• Ability to work varied shifts, including weekends and holidays.
• Excellent interpersonal skills with the ability to deal effectively with guests, management, Team Members and other outside contacts.
• Proven organizational skills and ability to function under time constraints and deadlines with attention to detail.
• 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.
• Ability to work varied shifts, including nights, weekends and holidays.

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 large, luxury resort setting.

Minimum Education and Experience:

• At least 21 years of age.
• High School Diploma or equivalent.
• Minimum two years of previous Customer Service experience in a luxury environment.

Certificates, Licenses, Regulations:

• Proof of eligibility to work in the United States.
• Ability to obtain the following:
  • Food Handler Card
  • Alcohol Awareness Card
  • Nevada Gaming Registration
  • Nevada Driver's License

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/front desk 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 10 lbs.
• Eye/hand coordination.
• Ability to comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (SDS) and other instructions.

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 or individual.

• Everyone works in Security–If you See Something, it is your responsibility to Say Something. You must notify the appropriate department or 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 or 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 or individual.