Luxury Guest Experience Concierge

Fontainebleau Las Vegas, LLC; Las Vegas (NV); In loco; USD 24.000 - 34.000; Tempo pieno

Descrizione del lavoro

Fontainebleau Las Vegas, LLC is seeking a Guest Services Member to join our luxury hotel contact center. You will handle inbound inquiries, help with reservations, promote services, and ensure a world-class guest experience.

The role requires on-site work, weekend/holiday/overnight shifts, strong communication, and the ability to upsell and resolve issues. Training is provided; compensation is $21.01 per hour with a focus on guest satisfaction.

Competenze

• Minimum one (1) year of experience in a customer service or contact center role preferred
• Hospitality/Hotel experience is preferred
• 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
• Proficiency in using Windows and hospitality applications (such as Microsoft Office, Outlook, HotSOS, Konami, Infor - HMS, Cendyn/Pegasus, etc.) is preferred
• 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

Mansioni

• Answers calls, emails, and messages with professionalism
• Resolve customer complaints using recovery tools and accommodate requests
• Identify guest needs and upsell services to boost revenue and experience
• Provide information and directions about services and amenities
• Maintain knowledge of property and route calls to correct departments
• Follow procedures and service standards
• Know room types, services, promotions, activities, and inventory
• Promote Fontainebleau Core Values and present a positive image
• Relay guest observations to supervisor and suggest improvements
• Take ownership of guest requests and coordinate with departments
• Perform cashiering, review folios, and adjust bills
• Promote and enroll guests in Fontainebleau loyalty program
• Maintain positive attitude and assist with projects
• Additional duties may be added or modified

Conoscenze

Customer service

Hospitality experience

Communication

Multi-tasking

Attention to detail

On-site work

Conflict resolution

Discretion with information

Formazione

High school diploma or equivalent

Descrizione del lavoro

Fontainebleau Las Vegas, LLC is seeking a Guest Services Member to join our luxury hotel contact center. You will handle inbound inquiries, help with reservations, promote services, and ensure a world-class guest experience.

The role requires on-site work, weekend/holiday/overnight shifts, strong communication, and the ability to upsell and resolve issues. Training is provided; compensation is $21.01 per hour with a focus on guest satisfaction.