Position Overview:
The primary responsibility of an Agent – Resort Services is to perform all Telecom, Front Desk, Concierge services including answering incoming guest inquiries (calls, texts, emails, chat), while executing the guests’ request, booking their experience and/or directing them to the correct location in and outside of property.
All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices, and procedures.
Essential Duties & Responsibilities:
- Receive inbound calls & messages from on property guests and direct them to the appropriate departments.
- Provide each guest with unmatched service.
- Responsible for contacting and communicating Hotel/Casino guests within the vicinity as needed.
- Locate key company Team Members via various communication methods.
- Arrange and perform Wake-Up calls and offer special services as needed or requested by guests, or Resort Services Management, and Hotel Management.
- Review arrival messages according to specified schedules and turn on appropriate message indicator as the guest status changes.
- Input Housekeeping requests, Facility Tickets and amenities and other inquiries as needed. Manage all in-house guest needs including stay extension, suite changes, folio/billing inquiries, late check outs, check outs, and providing event/group/promo information.
-
Additional Duties & Responsibilities:
- Book all on property experiences including box office, restaurants, cabanas, gondola rides, spa, amenities, etc.
- Handle and resolve guest challenges effectively.
- Provide a service or assistance to meet the needs of a guest, client, or customer.
- Safety is an essential function of this job.
- Consistent and regular attendance is an essential function of this job.
- Performs other related duties as assigned.
Company Standards of Conduct
All The Venetian Resort Team Members are expected to always conduct and carry themselves in a professional manner. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.
Additional Duties & Responsibilities:
Additional Duties & Responsibilities:
Minimum Qualifications:
- 18 years of age.
- Proof of authorization/eligibility to work in the United States.
- High School diploma or equivalent.
- Must be able to obtain and maintain any other certification or license, as required by law or policy.
- 1 - 2 years working in a Luxury Hotel & Casino environment is preferred.
- Knowledge of Xtend, SDD Jazz, HotSOS, Zingle & LMS is preferred.
- Must be proficient in Word and Excel, must have the ability to type a minimum of 35 wpm.
- Ability to communicate clearly and effectively in English, both in spoken and written form.
- Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of diverse backgrounds and levels of experience.
- Must be able to work varied shifts, including nights, weekends, and holidays.
Physical Requirements:
Must be able to:
- Lift or carry 20 pounds, unassisted, in the performance of specific tasks, as assigned.
- Physically access all areas of the property and drive areas with or without reasonable accommodation.
- Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
- Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
- Ability for prolonged periods of time to walk, sit, stand, stretch, bend, and kneel.
- Work in a fast-paced and busy environment.
- Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.
