VIP Reservations Specialist – Complex Guest Care

Seminole Hard Rock; United States; Sur place; USD 32 000 - 52 000; Plein temps

Avantages offerts par ce poste

Comprehensive benefits package

Résumé du poste

Seminole Hard Rock is seeking a Specialist to handle complex reservations for VIP guests, with a focus on quality guest service and professional communication across channels.

The role requires experience in an inbound contact center, strong writing and interpersonal skills, and familiarity with guest-tracking systems. You will collaborate with Customer Care and Sales to ensure accurate group reservations and maintain high guest satisfaction.

Qualifications

• One year or more of directly related experience in an inbound contact center.
• Strong business writing skills and ability to communicate across multiple channels.
• Knowledge of social media and the role they play in guest relations.
• Knowledge of property management, reservations and player tracking systems (e.g. LMS, ARTS, CMP) is a plus.

Responsabilités

• Answer inbound calls in a skills-based environment handling reservations and VIP services.
• Research and investigate guest concerns via calls, emails, GEM surveys, and social media.
• Respond to guest inquiries via calls, chat, text, and emails; document resolutions.
• Provide guest appeasement for service issues and communicate resolutions to guests.
• Act as escalation point for difficult player-related calls and assist with complex reservation processing.

Connaissances

Inbound call handling

Effective communication

Business writing

Multichannel support

Interpersonal skills

Outils

LMS

ARTS

CMP

MS Office

Description du poste

Seminole Hard Rock is seeking a Specialist to handle complex reservations for VIP guests, with a focus on quality guest service and professional communication across channels.

The role requires experience in an inbound contact center, strong writing and interpersonal skills, and familiarity with guest-tracking systems. You will collaborate with Customer Care and Sales to ensure accurate group reservations and maintain high guest satisfaction.