Guest Experience & Relations Specialist

Golden Nugget Las Vegas; Las Vegas (NV); Sur place; USD 35 000 - 55 000; Plein temps

Résumé du poste

Golden Nugget Las Vegas seeks a Customer Relations Representative to create positive guest experiences by addressing inquiries, providing support, and advocating guest needs. You will liaise with departments to ensure timely resolutions, manage feedback, and support service recovery when required.

Responsibilities include resolving issues, documenting interactions, and promoting service excellence through collaboration and proactive communication with guests.

Qualifications

• Experience in hospitality, guest relations or customer service.
• Strong problem-solving and critical-thinking skills.
• Excellent verbal and written communication in English.
• Interpersonal skills; professional and empathetic demeanor.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficient documentation and recordkeeping.

Responsabilités

• Serve as primary point of contact for guest inquiries, requests, and concerns.
• Resolve guest issues promptly to maintain satisfaction and loyalty.
• Advocate for guests by identifying needs and coordinating solutions.
• Coordinate with operations to resolve guest requests and feedback.
• Manage guest feedback and service recovery to protect reputation.
• Document interactions, resolutions and trends in systems.
• Monitor feedback to identify recurring issues and opportunities for improvement.
• Escalate complex issues to leadership while owning the guest experience.
• Build positive relationships with guests through proactive communication.
• Support guest satisfaction goals with service excellence and improvements.

Connaissances

Guest service

Problem-solving

Communication

Teamwork

English fluency

Documentation

CRM systems

Confidentiality

Multi-tasking

Formation

Hospitality/Customer service experience

Outils

CRM systems

Case management systems

Description du poste

Golden Nugget Las Vegas seeks a Customer Relations Representative to create positive guest experiences by addressing inquiries, providing support, and advocating guest needs. You will liaise with departments to ensure timely resolutions, manage feedback, and support service recovery when required.

Responsibilities include resolving issues, documenting interactions, and promoting service excellence through collaboration and proactive communication with guests.