Summary Statement:

As a Guest Relations Specialist you will provide support and feedback to Managers of the department.

Primary Job Duties: Includes but is not limited to:

• Responsible for responding and communicating to guests to ensure guest satisfaction through phone calls and various methods of correspondence: letters, emails, surveys, social channels.
• Responsible for gathering information, coordinating, and assisting to resolve guest complaints.
• Responsible for making reservations for return guests.
• Support training initiatives across various departments (i.e.: Forbes).
• Assist in compiling and maintaining specialized reports through HotSOS and Qualtrics.
• Assist in working with departments to evaluate individual performance and make efforts to improve performance; provide important observations gathered from many customer interactions.
• Ensure that required licensing is maintained & updated.
• Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.
• Perform other job-related duties (i.e.: property tours) as requested.

Qualifications: Includes but is not limited to:

• Ability to pass a written communication test.
• Working knowledge of Microsoft Applications.
• Excellent written and verbal communication skills.
• Ability to effectively communicate in English.
• Polished appearance and demeanor.
• Excellent customer services skills.
• Ability to obtain & maintain full knowledge and understanding of company and department rules and regulations, policies and procedures.
• At least 18 years of age.
• Ability to work varied shifts, including nights, weekends and holidays.

Preferred:

• Working knowledge of Microsoft Excel and/or PowerPoint.
• Previous experience working in a large, luxury resort setting.
• Working knowledge of Forbes Travel Guide standards.
• Working knowledge of Opera systems.

Minimum Education and Experience:

• At least one year of hotel front office, call center or related experience.
• High School Diploma or equivalent.

Certificates, Licenses, Regulations:

• Proof of eligibility to work in the United States.
• Ability to obtain the following:
  • Nevada Gaming Registration