Specialist I Resort Services - On Call

Under the direction of the Resort Services Leadership team, the Specialist I Resort Services is responsible for assisting both transient and casino guests with their room reservation needs in addition to facilitating in-house service requests. As the “voice” of the Hotel, the Resort Services Specialist I provides Best in Class guest service by accurately and efficiently processing room reservations and other service requests in order to maximize guest experience.

Core Responsibilities:

• Provides guests with the highest level of customer service during all interactions.  Answers phone calls and processes hotel and casino reservations in a courteous and gracious manner using approved scripting.  Can knowledgably describe each room’s physical elements and offer the guest a choice of room type that satisfies their needs.  Addresses guest concerns and provides exemplary solutions.  Efficiently facilitates in-house guest requests to ensure the highest level of guest satisfaction while aiming to exceed guest expectations.

• Accurately inputs and organizes hotel and casino reservation information, internet, travel agency requests and internal department communications with appropriate follow-up.  

• Maintains accurate notes of special requests and ensures guest requests are accurately entered into the Lodging Management System.

• Partners with Hotel Front Desk Team to accommodate in-house guest requests/accommodation changes to ensure a high level of guest satisfaction.

• Assists with Hotel concierge services, guest itineraries and coordination of inter-departmental communications according to established protocols. 

• Assesses guest requests and inquiries, offers creative suggestions and recommendations tailored to each guest’s unique needs. 

• Consistently presents information in a professional manner in both team member and business interactions.

• Maintains accurate logs of special requests and ensures requests are blocked in LMS.  Ensures all reservations transferred to LMS are accurate.

• Has a strong understanding of selling strategy for hotel and stays current on status of room inventory. 

• Strategically sells hotel rooms to maximize transient room revenue using up-sell and yield management techniques per Company policy. 

• Knowledgeable in Hotel hours of operation and amenity offerings such as Restaurants, Spa, Pool, Casino Promotions, Event Center, and Special Events.

• Assists in-house guests with wake-up calls and inputting in-house guests requests in HotSOS. The Resort Services Specialist I will dispatch the Bell Desk and Engineering using a radio to assist in-house guests.

• Accurately assess casino customer gaming data to extend an appropriate level of complimentaries to qualified casino guests based on established company guidelines.

• Safeguards confidential Guest, Department and Company data. 

• Adheres to all health and safety policies and procedures set by Company. 

• Positively contributes to an environment which motivates team members to collaborate, learn, perform and develop their skills. 

• Processes all changes and cancellations for group reservations accurately.

• Consistent and regular attendance is an essential function of this job.

• Performs other duties as assigned to support efficient operation of Department.

Qualifications:

• High school Diploma or GED required.

• Minimum two (2) years’ experience in Hotel Reservations or Hotel customer service role in high-end/luxury hotel preferred.

• Must obtain a Nevada Gaming License.

• Excellent telephone etiquette and verbal and written communication skills required.

• Must have schedule flexibility including evenings, weekends, holiday shifts and overtime when needed.

• Intermediate proficiency in Microsoft Office preferred.

• Ability to identify and prioritize issues.

• Excellent organizational skills.

• Strong interpersonal skills.

• Must possess a friendly and outgoing demeanor.

• Must be detail oriented and can multi-task.

• Bilingual in a foreign language preferred.

Physical Demands:

• Work is performed in an office setting.

• Must be tolerant to varying conditions of noise level, temperature, illumination, and air quality.

• May be exposed to smoke.

• The noise level in the work environment is usually moderate to loud.

• Constant contact with executives, department management, team members, and guests.

• Prolonged sitting or standing and mobility while on the phone.

• Balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, repetitive motions Lift, carry, push, pull or otherwise move objects and/or move up to 75 pounds occasionally.

• Eye/hand coordination.

Equal Opportunity Employer:

Palms Casino Resort provides equal employment opportunities to all team members and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Palms Casino Resort, its affiliates and subsidiaries will make reasonable accommodations in compliance with applicable law.

We are committed to creating a work environment where the growth and well-being of our team members is the top priority. Join our team today!