Agent - Resort Services

Position Overview The primary responsibility of an Agent – Resort Services is to perform all Telecom, Front Desk, Concierge services including answering incoming guest inquiries (calls, texts, emails, chat), while executing the guests’ request, booking their experience and/or directing them to the correct location in and outside of property.

All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices, and procedures.

• Receive inbound calls & messages from on property guests and direct them to the appropriate departments.
• Provide each guest with unmatched service.
• Responsible for contacting and communicating Hotel/Casino guests within the vicinity as needed.
• Locate key company Team Members via various communication methods.
• Arrange and perform Wake-Up calls and offer special services as needed or requested by guests, or Resort Services Management, and Hotel Management.
• Review arrival messages according to specified schedules and turn on appropriate message indicator as the guest status changes.
• Input Housekeeping requests, Facility Tickets and amenities and other inquiries as needed. Manage all in-house guest needs including stay extension, suite changes, folio/billing inquiries, late check outs, check outs, and providing event/group/promo information.

• Book all on property experiences including box office, restaurants, cabanas, gondola rides, spa, amenities, etc.
• Handle and resolve guest challenges effectively.
• Provide a service or assistance to meet the needs of a guest, client, or customer.
• Safety is an essential function of this job.
• Consistent and regular attendance is an essential function of this job.
• Performs other related duties as assigned.

• 18 years of age.
• Proof of authorization/eligibility to work in the United States.
• High School diploma or equivalent.
• Must be able to obtain and maintain any other certification or license, as required by law or policy.
• 1 - 2 years working in a Luxury Hotel & Casino environment is preferred.
• Knowledge of Xtend, SDD Jazz, HotSOS, Zingle & LMS is preferred.
• Must be proficient in Word and Excel, must have the ability to type a minimum of 35 wpm.
• Ability to communicate clearly and effectively in English, both in spoken and written form.
• Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of diverse backgrounds and levels of experience.
• Must be able to work varied shifts, including nights, weekends, and holidays.

Must be able to

• Lift or carry 20 pounds, unassisted, in the performance of specific tasks, as assigned.
• Physically access all areas of the property and drive areas with or without reasonable accommodation.
• Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
• Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
• Ability for prolonged periods of time to walk, sit, stand, stretch, bend, and kneel.
• Work in a fast-paced and busy environment.
• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.