Guest Experience Specialist

Landry's; Las Vegas (NV); Vor Ort; USD 21.000 - 30.000; Vollzeit

Zusammenfassung

Landry's in Las Vegas is seeking a Customer Relations Representative to create positive, memorable guest experiences by addressing inquiries, providing support, and advocating guest needs. You will liaise between guests and operations, drive timely resolutions, and document interactions to improve loyalty and protect the brand.

The role requires strong communication, problem-solving, and organizational skills, with the ability to manage multiple priorities in a fast-paced hospitality

Qualifikationen

• Previous experience in hospitality, guest relations, customer service, or a related field.
• Experience with guest feedback, service recovery, and issue resolution.
• Experience using property management, customer relationship management (CRM), or case management systems.

Aufgaben

• 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 the overall 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.

Kenntnisse

Guest service

Problem solving

Communication

English fluency

Interpersonal skills

Organization

Independent work

CRM experience

Ausbildung

Hospitality background

Customer service experience

Tools

CRM systems

Case management

Microsoft Office

Jobbeschreibung

Landry's in Las Vegas is seeking a Customer Relations Representative to create positive, memorable guest experiences by addressing inquiries, providing support, and advocating guest needs. You will liaise between guests and operations, drive timely resolutions, and document interactions to improve loyalty and protect the brand.

The role requires strong communication, problem-solving, and organizational skills, with the ability to manage multiple priorities in a fast-paced hospitality