Level IV - Resort Services Specialist
Average Hours per Week:
The primary responsibility of a Level V Specialist is to assist VIP Casino/Corporate/Executive guests and Casino Marketing personnel to ensure that all requests, needs and services are conducted in an efficient, courteous and professional manner. Duties include but not limited to Hotel, Casino Event, Restaurant, Box Office Show reservations for both in-house/and outside venues, cashiering functions, as well as to process overflow Front Office in-house guest calls. All duties are to be performed in accordance with departmental and The Venetian and The Palazzo Casino Resort’s policies, practices, and procedures in an elegant and professional manner.
Minimum Employment Requirements:
Must be at least 21 years of age, proof of authorization/eligibility to work in the United States, high school diploma or equivalent. Gaming & TAM Licensing required. 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:
Experience in , ACSC, Passkey, Open Table, Archtics, ARTS, Xtend, SDD Jazz, HotSOS, Northern Telecom Meridian Console and Internet knowledge preferred. Must be proficient on Word and Excel. Must have the ability to type a minimum of 35 wpm. Self-motivated, detail oriented, organized and must be able to multi task. Excellent communication skills, must be able to communicate in English both verbal and written. 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.
Maintains complete knowledge at all times of all hotel features/services and hours of operation. Familiar with all suite types, layout, décor, appointments, and location. Must be able to determine suite availability and status for current day, scheduled in house group activities, locations, and times. Must be familiar with all hotel and departmental policies and procedures.
Consistently provides each and every guest with 5 Star/5 Diamond service.
Assists hosts, executives, casino guests, slot guests, and any authorized personnel with the following and not limited to: suite reservations, limo requests, restaurant and show reservations, Canyon Ranch reservations, golf reservations and issuance of comps based on play in an expedient courteous manner.
Familiarization with play related information in marketing system to make comping decisions based on play and assist authorized personnel with inquiries regarding customer information.
Coordinates with various department requests of casino and slot guests such as VIP Services, front desk, limo dispatch, in suite service, restaurants, entertainment venue, Canyon Ranch Spa and other areas that may be needed to ensure smooth transactions.
Familiarization with special event, tournament and promotional procedures and formats to assist guest requests, answer questions and resolve problems.
Assist guests with check-in/check-out process over the phone.
Run and process daily reports; email to specific departments if requested.
Anticipate guests needs, respond promptly and maintain positive guest relations at all times. Provide all guests with 5 star/5 diamond service.
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.
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.
If you need reasonable accommodation to complete the on-line application, please see the Employment Center receptionist.
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