This job has closed.

Fontainebleau Las Vegas · 1 day ago

Guest Services Member

Las Vegas, NV

Full-time

Onsite

Entry Level

$18/hr - $18/hr

1+ years exp

Fontainebleau Las Vegas is a luxury hotel offering exceptional guest services, and they are seeking a Guest Services Member to be the first point of contact for guests. The role involves handling inquiries, resolving complaints, and promoting hotel services to enhance the guest experience.

Hospitality

Responsibilities

Promptly answers telephone calls, emails, and other contact channels with the highest level of professionalism. Listens and responds to guest inquiries using a positive, clear speaking voice

Resolve customer complaints using various recovery tools and accommodates special requests whenever possible

Proactively asks questions to identify guest needs and makes recommendations for additional services and amenities to both maximize revenue and enhance the guest experience

Provide detailed information and/or directions to guests regarding all services and amenities available on property

Maintain knowledge of the property directory and connect internal/external calls to the correct Member or department(s) as needed

Maintain a thorough understanding and adhere to all department operating procedures, company policies, and sequence of service standards

Maintain a working knowledge of all room types, current service offerings, promotions, in-house activities or events, and current product inventory levels

Actively promote and utilize Fontainebleau’s Core Values when interacting with Members and guests, while presenting a positive view of Fontainebleau at all times

Relay important observations and trends from guest interactions to contact center supervisor, and offer suggestions to improve processes, product, or service offerings

Take ownership of guest requests and coordinates with applicable departments to ensure prompt and courteous resolutions

Performs cashiering duties, reviews guests’ folios, and makes billing adjustments as necessary

Promotes and enrolls guests in Fontainebleau loyalty program

Maintains a positive attitude and a willingness to assist with any project

Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary

Qualification

Customer service experienceHospitality experienceConflict resolution skillsMulti-tasking abilityWindows proficiencyCommunication skillsOrganizational skillsSales-mindedAttention to detailPositive attitude

Required

Must be at least 18 years of age

High school diploma or equivalent education

Polished communication skills, both verbal and written. Ability to provide a luxury guest experience with every interaction

Ability to multi-task and prioritize in a fast-paced environment while maintaining a high level of attention to detail

Demonstrates strong organizational skills and follow through

Must be able to work on-site with varying schedules, including weekend, holiday, and overnight shifts

Possesses superior conflict resolution skills and customer de-escalation techniques

Ability to handle sensitive information in a confidential manner

Passionate about creating exceptional guest and employee experiences

Preferred

Minimum one (1) year of experience in a customer service or contact center role preferred

Hospitality/Hotel experience is preferred

Proficiency in using Windows and hospitality applications (such as Microsoft Office, Outlook, HotSOS, Konami, Infor - HMS, Cendyn/Pegasus, etc.) is preferred