Ambassador, Luxury Services - Crockfords

Ambassador, Luxury Services – Crockfords

Resorts World Las Vegas

Summary Statement The Ambassador, Luxury Services will ensure consistency in service delivery to all VIP guests to exceed their expectations by responding to guest service interactions professionally and timely, while always seeking ways to enhance each experience.

• Ensure consistency in service delivery to all VIP guests and exceed their expectations.
• Respond to guest service interactions professionally and timely, seeking ways to enhance the experience.
• Interact with high-profile casino and VIP guests.
• Work assigned stations based on the business needs; possess appropriate knowledge and skill level to act in any required capacity.
• Navigate multiple property management systems concurrently to assist guests and team members.
• Maintain a good working knowledge of and comply with all VIP and Marketing Operations procedures.
• Respond to all guest requests promptly and resolve concerns with urgency and diplomacy.
• Attend to service in suites as needed to support guests and team members.
• Maintain thorough understanding of property offerings and amenities; use this knowledge to create curated experiences and drive hotel revenue.
• Provide hotel escorts, suite tours, service explanations, and represent the brand as an ambassador.
• Monitor, document, and notify the Manager of Luxury Services – Crockfords of any problems that may jeopardize 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 timely.
• Use personal device/cellular phone for job‑related operational tasks and company documents.
• Perform other job‑related duties as requested.

• Excellent interpersonal skills to deal effectively with guests, management, team members, and external contacts.
• Proven organizational skills and ability to function under time constraints and deadlines with attention to detail.
• Proficient in communicating in English.
• Professional appearance and demeanor.
• Excellent customer service skills.
• Commitment to obtaining and maintaining full knowledge of company and department policies, rules, and procedures.
• Availability to work varied shifts, including nights, weekends, and holidays.

• Training in Forbes Travel Guide standards.
• Working knowledge of Microsoft Office applications, point‑of‑sale systems, property management systems, and casino player‑tracking systems.
• Experience with OPERA, Konami Synkros, Symphony, Cisco, and/or Housekeeping HotSOS.
• Prior experience in a call center, concierge, fine dining restaurant, front desk, and/or VIP lounge.
• Fluency in more than one language.
• Previous experience in a large, luxury resort setting.

• At least 21 years of age.
• High school diploma or equivalent.
• Minimum two years of previous customer service experience in a luxury environment.

• 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

• Work is typically performed in an office/front‑desk environment.
• Must tolerate varying noise levels, temperatures, 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 team member is an ambassador. 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 – treat this property like your own home; ensure safety, cleanliness, and guest satisfaction.
• Everyone works in safety – address safety concerns and notify appropriate departments.
• Everyone works in security – see something, say something; report concerns.
• Everyone works in EVS – pick up trash and notify appropriate departments for deeper clean.
• Everyone works in guest experience – assist guests with a smile; if needs exceed, notify appropriate departments.