Job Details
Overview:
Summary Statement:
As a Guest Relations Specialist you will provide support and feedback to Managers of the department.
Job Duties:
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:
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