Guest Experience Advocate

Landry's, LLC.; Las Vegas (NV); On-site; USD 32,000 - 42,000; Full time

Job summary

Landry's, LLC. in Las Vegas seeks a Customer Relations Representative to deliver outstanding guest service and act as the main liaison between guests and operations.

You will address inquiries, coordinate solutions, and ensure timely follow-up to protect guest satisfaction and loyalty. The role requires excellent communication skills, problem-solving abilities, and the capacity to manage multiple requests in a fast-paced hospitality environment.

Qualifications

• Proven ability to deliver exceptional guest service and build positive relationships with guests and team members.
• Strong problem-solving and critical-thinking skills for timely resolutions.
• Excellent verbal and written communication skills in English.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Deliver exceptional guest service by serving as a primary point of contact for guest inquiries, requests, and concerns.
• Resolve guest issues and service challenges promptly, professionally, and in a manner that supports guest satisfaction and loyalty.
• Advocate for guests by identifying needs, coordinating solutions, and ensuring timely follow-up on commitments.
• Coordinate with operational departments to facilitate effective communication and resolution of guest requests and feedback.
• Manage guest feedback and service recovery efforts to enhance guest experience and protect the organization’s reputation.
• Document guest interactions, concerns, resolutions, and trends accurately within designated systems.
• Monitor guest feedback and satisfaction data to identify recurring issues and opportunities for service improvement.
• Escalate complex, high-impact, or sensitive guest concerns to the appropriate leaders while maintaining ownership of the guest experience.
• Build and maintain positive relationships with guests through proactive communication and personalized service.
• Support departmental and organizational guest satisfaction goals by promoting service excellence and continuous improvement initiatives.

Skills

Guest service

Communication

Problem solving

Multitasking

MS Office

Tools

CRM systems

Job description

Landry's, LLC. in Las Vegas seeks a Customer Relations Representative to deliver outstanding guest service and act as the main liaison between guests and operations.

You will address inquiries, coordinate solutions, and ensure timely follow-up to protect guest satisfaction and loyalty. The role requires excellent communication skills, problem-solving abilities, and the capacity to manage multiple requests in a fast-paced hospitality environment.