Reservationist, Luxury Services

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…