Ambassador, Luxury Services - Crockfords

Resorts World Las Vegas; Las Vegas (NV); On-site; USD 65,000 - 80,000; Full time

Job summary

Resorts World Las Vegas is seeking an Ambassador, Luxury Services to ensure consistent VIP service across all guest touchpoints and elevate the luxury experience for high-profile guests. You will respond promptly, coordinate suites and amenities, and act as a brand ambassador across the property.

The role requires strong English communication, excellent customer service, and the ability to work varied shifts, including nights and weekends.

Qualifications

• Excellent interpersonal skills with guests, management, and colleagues.
• Strong organizational abilities under time constraints and deadlines.
• Ability to communicate effectively in English.
• Professional appearance and demeanor.
• Excellent customer service skills.
• Ability to learn and follow company policies and procedures.
• Ability to work varied shifts, including nights, weekends, and holidays.

Responsibilities

• Ensure consistent VIP service delivery and exceed guest expectations.
• Respond to guest interactions professionally and promptly to enhance experiences.
• Interact with high-profile Casino and VIP guests.
• Navigate property systems to assist guests and team members.
• Maintain knowledge of VIP and Marketing Operations procedures.
• Address guest requests with urgency and diplomacy to improve experiences.
• Provide escorts, tours, and explanations of services to guests.
• Monitor and report issues impacting departmental objectives.

Skills

Interpersonal skills

Organization

English communication

Customer service

Professional appearance

Shift flexibility

Education

High School Diploma

Job description

Summary Statement

The Ambassador, Luxury Services will ensure consistency in service delivery to all VIP guests to ensure that their expectations are exceeded by responding to guest service interactions in a professional and timely manner, while always seeking ways to enhance the experience in every interaction.

Primary Job Duties

• Ensure consistency in service delivery to all VIP guests and that their expectations are exceeded.
• Respond to guest service interactions in a professional and timely manner, while always seeking ways to enhance the experience in every interaction.
• Interact with high-profile Casino and VIP guests.
• Work assigned stations based on the needs of the business.
• Possess the appropriate knowledge and skill level to act in any capacity required.
• Navigate multiple property management systems simultaneously to assist guests and fellow Team Members.
• Maintain a good working knowledge of and comply with all procedures of VIP and Marketing Operations.
• Respond to all guest requests in a timely manner and resolve guest concerns with a sense of urgency and diplomacy, while always seeking ways to enhance the experience in every interaction.
• Attend to service in suites as needed to support guests and team members.
• Maintain thorough understanding of property offerings and amenities.
• Utilize this knowledge to create curated experiences for guests, while simultaneously driving hotel revenue.
• Provide hotel escorts, suite tours, explanation of services and represent the brand as an ambassador.
• Monitor, document, and notify the Manager of Luxury Services - Crockfords of any problems that may impact or jeopardize the achievement of current and future departmental objectives.
• Maintain extensive knowledge of Hilton, Conrad and Crockfords room types and amenities.
• Manage and execute guest requests to ensure all matters are completed in a timely manner.
• Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.
• Perform other job-related duties as requested.

Qualifications

• Excellent interpersonal skills with the ability to deal effectively with guests, management, Team Members, and other outside contacts.
• Proven organizational skills and ability to function under time constraints and deadlines with attention to detail.
• Ability to effectively communicate in English.
• Professional appearance and demeanor.
• Excellent customer service skills.
• Ability to obtain & maintain full knowledge and understanding of company and department rules and regulations, policies, and procedures.
• Ability to work varied shifts, including nights, weekends, and holidays.

Preferred

• Trained in Forbes Travel Guide standards.
• Working knowledge of Microsoft Office applications, Point of Sale systems, Property Management systems and Casino Player Tracking systems.
• Working knowledge of OPERA, Konami Synkros, Symphony, Cisco and/or Housekeeping HotSOS.
• Previous experience working in a call center, concierge, fine dining restaurant, front desk, and/or VIP Lounge.
• Fluent in more than one language.
• Previous experience working in a large, luxury resort setting.

Minimum Education and Experience

• At least 21 years of age.
• High School Diploma or equivalent.
• Minimum two years of previous customer service experience in a luxury environment.

Certificates, Licenses, Regulations

• Proof of eligibility to work in the United States.
• Ability to obtain the following: Food Handler Card Alcohol Awareness Card Nevada Gaming Registration Nevada Driver's License.

Physical Demands

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is typically performed in an office/front desk environment. Must be tolerant to varying conditions of noise level, temperature, illumination and air quality. Prolonged sitting/standing. Bending and reaching. Transporting, pushing, pulling, lifting and maneuvering items weighing up to 10 lbs. Eye/hand coordination. Ability to comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (SDS) and other instructions.

At Resorts World Las Vegas, we believe that every member of our team is an ambassador and is essential to the success of our company. We expect all Team Members to take personal ownership in ensuring everything they do is in the best interest of the company and that all will adhere to our five core non-negotiable responsibilities.

Everyone is an Ambassador - No matter where you work at Resorts World Las Vegas, it is your responsibility to treat this property like you would your own home. No one gets hurt, everyone feels secure, the environment is clean, and every guest gets what they need. Everyone works in Safety - If you have a safety concern, it is your responsibility to address it by correcting it or notifying the appropriate department or individual. Everyone works in Security - If you See Something, it is your responsibility to Say Something. You must notify the appropriate department or individual if you feel there is a security concern. Everyone works in EVS - If there is trash on the floor, it is your responsibility to pick it up. If it is a mess that needs more attention, it is your responsibility to notify the appropriate department or individual. Everyone works in Guest Experience - If a guest needs assistance, it is your responsibility to assist that guest and do so with a smile. If the guest needs more assistance than you can provide, it is your responsibility to notify the appropriate department or individual.

Welcome to Resorts World Las Vegas Careers. Resorts World Las Vegas is the first integrated resort built on the Strip in over a decade, bringing bold innovation, world-class hospitality, and global luxury to the heart of Las Vegas. Developed by Genting Berhad, with international operations across the Americas, Asia, and Europe, Resorts World Las Vegas proudly partners with Hilton to feature three of its top brands: Las Vegas Hilton, Conrad Las Vegas, and Crockfords Las Vegas. Our resort spans 88 acres and includes 3,500+ guest rooms and suites, a state-of-the-art gaming floor, globally inspired dining, luxury retail, award-winning entertainment, and forward-thinking technology. At the core of our culture is a commitment to exceptional guest service, collaboration, and opportunity. Whether you’re starting your career or growing in your profession, we invite you to build your legacy with us.

Resorts World Las Vegas is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.