Resorts World Las Vegas
Representative, Resort Services II
Location: Resorts World Las Vegas, Las Vegas, NV
Join Resorts World Las Vegas as a
Representative, Resort Services II
to coordinate world‑class guest service through the resort’s Call Center. In this multi‑facet role you will serve a diverse group of guests and engage in unscripted interactions that set us apart.
Primary Responsibilities
Assist all in‑house calls from guest rooms team members, and overflow from other in‑house call centers.
Evaluate and redeem gaming customer offers and review play.
Adjust and settle guest folios.
Navigate multiple system applications and enter work orders using the maintenance work order management system.
Follow up to ensure completion and guest satisfaction for service requests and logged breakdowns.
Respond to guest emails, verbatim comments, and social media commentary.
Resolve guest challenges and special requests within limits of authority and in a timely manner.
Implement promotional campaigns in player tracking and hotel systems.
Issue complementary amenities based on casino guidelines.
Assist casino hosts, VIP, Players Club, Box Office, and other departments with casino guest information.
Answer telephone calls from casino guests requesting information or services from the Player Development staff.
Maintain special event spreadsheets, cabana log sheet, and ACD log report.
Oversee all Concierge requests for the casino guests and the player development department.
Manage email response within scope and route correspondence to the appropriate department.
Conduct guest check‑out process via phone.
Maintain knowledge of current service, room, and event offerings.
Communicate and respond to security codes as expected.
Maintain required licensing and understand company principles and policies.
Use personal device/cellular phone for job‑related operational tasks.
Other duties as assigned.
Qualifications
Strong computer skills and ability to navigate complex systems.
Excellent customer service skills and polished appearance.
Effective communication in English.
Ability to work varied shifts, including nights, weekends, and holidays.
Full knowledge of company and department rules, regulations, policies, and procedures.
Preferred
At least one year of previous contact center, front desk, dispatch, concierge, and/or casino VIP experience.
Experience with Microsoft Office, Point of Sale systems, Property Management, and Casino Player Tracking systems.
Working knowledge of Opera, HotSOS, and/or Synkros by Konami.
Previous experience in a large, luxury resort setting.
Fluent in Spanish and ability to assist with the Spanish Queue.
Minimum Education and Experience
At least 21 years of age.
High School Diploma or equivalent.
Minimum six months of Customer Service experience.
Certificates, Licenses, and Regulations
Proof of eligibility to work in the United States.
Nevada Gaming Registration required.
Physical Demands
Work is typically performed in an office environment.
Must tolerate varying noise, temperature, illumination, and air quality.
Prolonged sitting/standing; bending and reaching.
Transport, push, pull, lift items up to 20 lbs.
Eye/hand coordination.
Compliance with policies, procedures, and safety instructions.
Company Culture
Ambassador – Treat property like your own home.
Safety – Address safety concerns immediately.
Security – Say something if you see something.
EVS – Pick up trash and notify department.
Guest Experience – Assist guests with a smile.
Seniority Level Entry level
Employment Type Full‑time
Job Function Other
Industries Gambling Facilities and Casinos
Equal Opportunity Employer – We are an equal opportunity employer and encourage applicants from all backgrounds.
#J-18808-Ljbffr
Join Resorts World Las Vegas as a
Representative, Resort Services II
to coordinate world‑class guest service through the resort’s Call Center. In this multi‑facet role you will serve a diverse group of guests and engage in unscripted interactions that set us apart.
Primary Responsibilities
Assist all in‑house calls from guest rooms team members, and overflow from other in‑house call centers.
Evaluate and redeem gaming customer offers and review play.
Adjust and settle guest folios.
Navigate multiple system applications and enter work orders using the maintenance work order management system.
Follow up to ensure completion and guest satisfaction for service requests and logged breakdowns.
Respond to guest emails, verbatim comments, and social media commentary.
Resolve guest challenges and special requests within limits of authority and in a timely manner.
Implement promotional campaigns in player tracking and hotel systems.
Issue complementary amenities based on casino guidelines.
Assist casino hosts, VIP, Players Club, Box Office, and other departments with casino guest information.
Answer telephone calls from casino guests requesting information or services from the Player Development staff.
Maintain special event spreadsheets, cabana log sheet, and ACD log report.
Oversee all Concierge requests for the casino guests and the player development department.
Manage email response within scope and route correspondence to the appropriate department.
Conduct guest check‑out process via phone.
Maintain knowledge of current service, room, and event offerings.
Communicate and respond to security codes as expected.
Maintain required licensing and understand company principles and policies.
Use personal device/cellular phone for job‑related operational tasks.
Other duties as assigned.
Qualifications
Strong computer skills and ability to navigate complex systems.
Excellent customer service skills and polished appearance.
Effective communication in English.
Ability to work varied shifts, including nights, weekends, and holidays.
Full knowledge of company and department rules, regulations, policies, and procedures.
Preferred
At least one year of previous contact center, front desk, dispatch, concierge, and/or casino VIP experience.
Experience with Microsoft Office, Point of Sale systems, Property Management, and Casino Player Tracking systems.
Working knowledge of Opera, HotSOS, and/or Synkros by Konami.
Previous experience in a large, luxury resort setting.
Fluent in Spanish and ability to assist with the Spanish Queue.
Minimum Education and Experience
At least 21 years of age.
High School Diploma or equivalent.
Minimum six months of Customer Service experience.
Certificates, Licenses, and Regulations
Proof of eligibility to work in the United States.
Nevada Gaming Registration required.
Physical Demands
Work is typically performed in an office environment.
Must tolerate varying noise, temperature, illumination, and air quality.
Prolonged sitting/standing; bending and reaching.
Transport, push, pull, lift items up to 20 lbs.
Eye/hand coordination.
Compliance with policies, procedures, and safety instructions.
Company Culture
Ambassador – Treat property like your own home.
Safety – Address safety concerns immediately.
Security – Say something if you see something.
EVS – Pick up trash and notify department.
Guest Experience – Assist guests with a smile.
Seniority Level Entry level
Employment Type Full‑time
Job Function Other
Industries Gambling Facilities and Casinos
Equal Opportunity Employer – We are an equal opportunity employer and encourage applicants from all backgrounds.
#J-18808-Ljbffr