Luxury Resort Reservations & Guest Services Specialist

PALMS CASINO; Las Vegas (NV); On-site; USD 35,000 - 52,000; Full time

Job summary

Palms Casino Resort seeks a Resort Services Specialist I to assist guests with room reservations and in-house service requests, acting as the hotel’s voice. You will deliver Best in Class service, process bookings, and coordinate with departments to maximize guest satisfaction.

You will input and track reservations in LMS, describe room options, and support concierge services, wake-up calls, and inter-department communications with professional demeanor.

Qualifications

• High school diploma or GED required.
• Minimum two years’ experience in hotel reservations or hotel customer service in high-end/luxury setting preferred.
• Nevada Gaming License required.
• Excellent telephone etiquette and verbal and written communication skills.
• Schedule flexibility including evenings, weekends, holidays, and overtime when needed.
• Proficiency in Microsoft Office.
• Bilingual in a foreign language preferred.

Responsibilities

• Assist guests with room reservations and in-house service requests with a high level of customer service.
• Answer calls and process hotel and casino reservations using approved scripting.
• Describe room types and upsell options to meet guest needs.
• Enter and organize reservation details in the LMS and coordinate with the Front Desk.
• Assist with concierge services, guest itineraries, wake-up calls, and inter-department communication.
• Input in-house guest requests in HotSOS and coordinate with Bell Desk and Engineering as needed.
• Maintain logs of special requests and ensure accurate transfer of reservations to LMS.

Skills

Guest service

Phone etiquette

Organizational skills

Multitasking

Bilingual (preferred)

Education

High school Diploma or GED

Tools

LMS

HotSOS

Microsoft Office

Job description

Palms Casino Resort seeks a Resort Services Specialist I to assist guests with room reservations and in-house service requests, acting as the hotel’s voice. You will deliver Best in Class service, process bookings, and coordinate with departments to maximize guest satisfaction.

You will input and track reservations in LMS, describe room options, and support concierge services, wake-up calls, and inter-department communications with professional demeanor.