Guest Services Member

Fontainebleau Las Vegas•Las Vegas, NV

1d•$18 - $18•Onsite

About The Position

The Guest Services Member works in a fast-paced, high-volume inbound contact center environment and serves as the first point of contact for internal and external guests. This position will handle a wide range of guest inquiries while ensuring that each interaction results in a world-class, luxury hotel experience. The ideal candidate is customer-focused, sales-minded, detail-oriented, and possesses exceptional telephone etiquette.

Requirements

Must be at least 18 years of age.
Minimum one (1) year of experience in a customer service or contact center role preferred
High school diploma or equivalent education
Polished communication skills, both verbal and written. Ability to provide a luxury guest experience with every interaction
Ability to multi-task and prioritize in a fast-paced environment while maintaining a high level of attention to detail
Demonstrates strong organizational skills and follow through
Must be able to work on-site with varying schedules, including weekend, holiday, and overnight shifts
Possesses superior conflict resolution skills and customer de-escalation techniques
Ability to handle sensitive information in a confidential manner
Passionate about creating exceptional guest and employee experiences
Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.
Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Nice To Haves

Hospitality/Hotel experience is preferred
Proficiency in using Windows and hospitality applications (such as Microsoft Office, Outlook, HotSOS, Konami, Infor - HMS, Cendyn/Pegasus, etc.) is preferred

Responsibilities

Promptly answers telephone calls, emails, and other contact channels with the highest level of professionalism. Listens and responds to guest inquiries using a positive, clear speaking voice
Resolve customer complaints using various recovery tools and accommodates special requests whenever possible
Proactively asks questions to identify guest needs and makes recommendations for additional services and amenities to both maximize revenue and enhance the guest experience
Provide detailed information and/or directions to guests regarding all services and amenities available on property
Maintain knowledge of the property directory and connect internal/external calls to the correct Member or department(s) as needed
Maintain a thorough understanding and adhere to all department operating procedures, company policies, and sequence of service standards
Maintain a working knowledge of all room types, current service offerings, promotions, in-house activities or events, and current product inventory levels
Actively promote and utilize Fontainebleau’s Core Values when interacting with Members and guests, while presenting a positive view of Fontainebleau at all times
Relay important observations and trends from guest interactions to contact center supervisor, and offer suggestions to improve processes, product, or service offerings
Take ownership of guest requests and coordinates with applicable departments to ensure prompt and courteous resolutions
Performs cashiering duties, reviews guests’ folios, and makes billing adjustments as necessary
Promotes and enrolls guests in Fontainebleau loyalty program
Maintains a positive attitude and a willingness to assist with any project
Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary