Representative, Resort Services- On Call

Resorts World Las Vegas; Las Vegas (NV); On-site; USD 2,066,000 - 2,755,000; Full time

Job summary

Resorts World Las Vegas is seeking a Resort Services Agent to coordinate world-class guest service via the Call Center. You will handle in-house and overflow calls, track maintenance work orders, and respond to inquiries by email and chat.

The role supports third‑party bookings and stays informed on services and events across the property. Ideal candidates have strong English skills, customer service experience, and the ability to work varied shifts, including nights and weekends.

Qualifications

• Strong knowledge of Microsoft Office, POS, and property management systems.
• Excellent English communication and polished appearance.
• Spanish language skills preferred for the Spanish queue.
• Customer service experience in a call center or front desk setting.

Responsibilities

• Handle in-house calls from guest rooms and team members and overflow calls.
• Navigate multiple systems, enter and track work orders, and follow up on requests.
• Respond to guest inquiries by email and online chat with well-crafted replies.
• Assist with third‑party reservations and Genting Rewards bookings.
• Maintain knowledge of services, inventory, activities, and events.

Skills

Microsoft Office

POS systems

Property Management systems

Casino player tracking

English communication

Customer service

Spanish language

Education

High School Diploma

Tools

Opera

HotSOS

Synkros by Konami

Job description

Summary Statement:The Resort Services Agent is responsible for coordinating world-class guest service through Resorts World Las Vegas Call Center. In this multi-facet role, you will be at the center of service activity, accommodating a diverse group of guests and engaging in the kinds of surprisingly unscripted interactions that separate us from the competition.Primary Job Duties: Includes but is not limited to:Assist with all in-house calls originating from guest rooms and team members, and overflow calls from other in-house call centers as directed.Ability to navigate and operate multiple system applications.Enter and track work orders utilizing the maintenance work order management system.Provide follow-up to ensure completion and satisfaction for guest requests and logged service breakdowns.Provide well-crafted responses to guest inquiries via email and Red Chat.Assist with third-party reservations booked through Hilton, Expedia, Booking.com, and third-party partnerships.Arranges and coordinates all time-sensitive documents, travel arrangements and marketing trip resolutions.Help resolve guest challenges and special requests within limits of authority, empowerment and in a timely manner.Assist with email management by responding to emails within scope of responsibility and routing correspondence to the appropriate departments.Maintain knowledge of current service offerings, in-room offerings, current product inventory levels, in-house activities, or events and travel conditions.Assist with direct booking reservations and Genting Rewards reservations requests.Ability to obtain and maintain full knowledge and understanding of company and department rules and regulations, policies, and procedures.Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.Other duties as assigned.Qualifications: Includes but is not limited to:Strong working knowledge of Microsoft Office applications, Point of Sale systems, Property Management systems and Casino Player Tracking systems.Ability to effectively communicate in English.Ability to work varied shifts, including nights, weekends and holidays.Polished appearance and demeanor.Excellent customer service skills.Ability to obtain and maintain full knowledge and understanding of company and department rules and regulations, policies and procedures.Preferred:At least one year of previous contact center, front desk, dispatch, concierge and/or casino VIP experience.At least six months of customer service experience.Working knowledge of Opera, HotSOS and/or Synkros by Konami.Fluent in Spanish and able to assist with the Spanish Queue.Previous experience in a large, luxury resort setting.Minimum Education and Experience:At least 21 years of age.High School Diploma or equivalent.Certificates, Licenses, Regulations:Proof of eligibility to work in the United States.Ability to obtain the following: Nevada Gaming RegistrationPhysical Demands:The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Work is typically performed in an office environment.Must be tolerant to varying conditions of noise level, temperature, illumination and air quality.Prolonged sitting/standing.Bending and reaching.Transporting, pushing, pulling, lifting and maneuvering items weighing up to 20 lbs.Eye/hand coordination.Ability to comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (SDS) and other instructions.At Resorts World Las Vegas, we believe that every member of our team is an ambassador and is essential to the success of our company. We expect all Team Members to take personal ownership in ensuring everything they do is in the best interest of the company and that all will adhere to our five core non-negotiable responsibilities.Everyone is an Ambassador–No matter where you work at Resorts World Las Vegas, it is your responsibility to treat this property like you would your own home. No one gets hurt, everyone feels secure, the environment is clean, and every guest gets what they need.Everyone works in Safety–If you have a safety concern, it is your responsibility to address it by correcting it or notifying the appropriate department or individual.Everyone works in Security–If you See Something, it is your responsibility to Say Something. You must notify the appropriate department or individual if you feel there is a security concern.Everyone works in EVS–If there is trash on the floor, it is your responsibility to pick it up. If it is a mess that needs more attention, it is your responsibility to notify the appropriate department or individual.Everyone works in Guest Experience–If a guest needs assistance, it is your responsibility to assist that guest and do so with a smile. If the guest needs more assistance than you can provide, it is your responsibility to notify the appropriate department or individual.