Representative, Resort Services- On Call

Resorts World Las Vegas; Nevada (IA); Hybrid; USD 40,000 - 60,000; 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, guest, and partner communications, tracking work orders, and ensuring timely, responsive service.

Experience with hotel systems and strong customer service skills are required. Responsibilities include managing emails, calls, and third-party reservations while maintaining knowledge of offerings, inventory, and policies.

Qualifications

• Strong written and verbal communication in English.
• Proficient in Microsoft Office and common hospitality software.
• Ability to navigate multiple system applications and track work orders.

Responsibilities

• Assist with in-house calls from guest rooms and team members, plus overflow calls.
• Enter and track work orders in the maintenance system.
• Provide follow-up to ensure guest requests are completed and satisfactory.

Skills

English communication

MS Office

POS systems

PMS

Casino player tracking systems

Education

High School diploma or equivalent

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

• 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

• 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 Registration.

Physical 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.

Welcome to Resorts World Las Vegas Careers

Resorts World Las Vegas is the first integrated resort built on the Strip in over a decade, bringing bold innovation, world-class hospitality, and global luxury to the heart of Las Vegas. Developed by Genting Berhad, with international operations across the Americas, Asia, and Europe, Resorts World Las Vegas proudly partners with Hilton to feature three of its top brands: Las Vegas Hilton, Conrad Las Vegas, and Crockfords Las Vegas. Our resort spans 88 acres and includes 3,500+ guest rooms and suites, a state-of-the-art gaming floor, globally inspired dining, luxury retail, award-winning entertainment, and forward-thinking technology. At the core of our culture is a commitment to exceptional guest service, collaboration, and opportunity. Whether you’re starting your career or growing in your profession, we invite you to build your legacy with us.

Resorts World Las Vegas is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.