Resort Services Concierge — Elite Guest Experience

Resorts World Las Vegas; Las Vegas (NV); On-site; USD 38,000 - 62,000; Full time

Job summary

Resorts World Las Vegas is seeking a Resort Services Agent to coordinate world-class guest service through the property's Call Center. The role centers on handling guest and team member inquiries, managing multiple systems, and ensuring timely follow-through on requests and service issues.

You will support bookings, manage emails and live chat responses, and assist with third-party reservations while maintaining knowledge of current services and events across the resort.

Qualifications

• Strong working knowledge of Microsoft Office applications, POS 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.

Responsibilities

• Assist with in-house calls originating from guest rooms and team members, and overflow calls from other in-house call centers as directed.
• 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 responses to guest inquiries via email and RedChat.
• Assist with third-party reservations booked through Hilton, Expedia, Booking.com, and third-party partnerships.

Skills

Microsoft Office

POS systems

Property Management systems

Casino player tracking systems

English communication

Customer service

Multitasking

Teamwork

Education

High School Diploma or equivalent

Tools

Opera PMS

HotSOS

Synkros by Konami

Job description

Resorts World Las Vegas is seeking a Resort Services Agent to coordinate world-class guest service through the property's Call Center. The role centers on handling guest and team member inquiries, managing multiple systems, and ensuring timely follow-through on requests and service issues.

You will support bookings, manage emails and live chat responses, and assist with third-party reservations while maintaining knowledge of current services and events across the resort.