Specialist Resort Services

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.

• 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.

• 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.
• Stron…