Job Title: Resort Services Specialist Level I
On Call
Job Description:

The primary responsibility of a Level 1 Specialist is to perform all Telecom, Priority Services, and Guest Services tasks to include answering incoming calls and directing them to the correct location within the property, confirming baggage and transportation requests, and processing in-house housekeeping guest requests.   All duties are to be performed in accordance with departmental and The Venetian and The Palazzo Resort Hotel Casino’s policies, practices, and procedures.

  • Receives inbound calls from potential guests and directs to the appropriate departments.
  • Consistently provides each and every guest with 5 Star/5 Diamond service.
  • Responsible for paging Hotel/Casino guests within the vicinity as needed.
  • Locates key company Team Members via pager or cellular device.
  • Arranges and performs wake up calls personally and offer special services as needed or requested by guests, Resort Services Management, and Hotel Management.
  • Reviews arrival messages according to specified schedules and turn on appropriate message indicator as the guest status changes.
  • Provide information regarding luggage assistance, guest requests, and other inquires as needed.
  • Performs any other related duties as assigned.

Provide a service or assistance to meet the needs of a guest, client or customer. Proper performance requires knowledge of a specific function or activity and familiarity with policies and procedures of the department. Comply with policies and procedures of the department or section in order to complete service satisfactorily. Proper performance requires some physical and mental dexterity in order to accomplish tasks associated with the completion of the service.


Job Requirements:

Minimum Employment Requirements: Must be at least 18 years of age, proof of authorization/eligibility to work in the United States, high school diploma or equivalent. Ability to communicate effectively in a positive and professional demeanor utilizing English, both in oral and written form. Have interpersonal skills with focused attention to guest needs to deal effectively with all business contacts. Maintain a professional, neat and well-groomed appearance adhering to Company appearance standards. Maintain consistent adherence to The Venetian and The Palazzo Unmatched Guest Service Standards. Work varied shifts, including weekends and holidays.

Specific Position Requirements: Must have a minimum of one year (1) of Hotel exp.  PBX/Telecom operator experience in a high call volume call center, or Telecom setting prefered . Knowledge of Xtend, SDD Jazz, HotSOS, and Northern Telecom Meridian Console preferred.  Must be proficient on Word and Excel. Must be able to communicate in English both verbal and written. Must have the ability to type a minimum of 35 wpm. Must be able to work from a seated position for extended periods of time. Must possess visual abilities and tolerance needed to complete paperwork, and use a computer for extended periods of time. Auditory (hearing) abilities – needed to communicate on a telephone in an environment that at times becomes loud and very active. Must be flexible to work different shifts as needed based on demands of business. Physical ability to access all areas of the property. Must be able to work indoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust. Must be able to work in a fast-paced, busy, and somewhat stressful environment and maintain physical stamina, proper mental attitude and providing 5 star/5 diamond service levels while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.

Possess skills to expedite clerical processing, perform a service, evaluate information, and take action based upon information to complete a task or assignment or activity.

Completion of a task or assignment requires use of equipment, tools or systems related to the proper performance of the service. Provide a service for others, and provide expertise based on information keyed, gathered, studied, processed or reviewed.

Ability to lift or carry a minimum of 20 pounds, unassisted, in the performance of specific tasks assigned. Must be able to work with others and communicate well to achieve department goals and objectives. Must maintain a positive attitude toward work and interface with hotel guests in a congenial and polite manner. Must be able to address stressful situations with clients with dignity and the utmost tact and politeness. Must be able to touch and handle supplies in a safe and non-hazardous manner, maintaining proper hygiene, cleanliness, and disposal methods.


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