Guest Engagement Specialist

Job Description

Job Description

POSITION PURPOSE:

The Guest Engagement Specialist will utilize excellent communication skills, extensive brand knowledge, persuasive sales ability, and luxury service standards during interactions with future & current guests while booking customized hotel reservations via telephone.

ESSENTIAL FUNCTIONS:

• Answer and efficiently handle all incoming calls.

• Assist guests in planning and booking reservations for hotel rooms and services.

• Confirm room reservations while focusing on maximizing revenue. 

• Actively collect and meticulously record guest needs & preferences into the correct software. 

• Complete assigned job duties during assigned shift to include but not limited to corresponding to guest inquiries via email, inputting reservations and rooming lists, inputting the callers requests into the correct software, delivering personalized wake up calls, advising guests, colleagues and leadership of any messages, mail and faxes received for Trump Las Vegas or other Trump Hotels properties.

• Meet or exceed luxury service standards for relevant Guest Experience Touchpoints.

• Ensure hotel functions and services are up to date to ensure efficient response to guest inquiries.

• Offer accurate information about the city and surrounding attractions of Trump Hotel Properties when asked by guests.

• Enhance the Trump Card Member Experience and thoughtfully respond to all inquiries. 

• Handle all guest interactions with the highest level of hospitality and professionalism.

• Post deposits, No-Show, and cancellation charges for Trump Las Vegas.

• Stay apprised of current rates, rate changes and all hotel promotions within the Trump Hotel Collection.

• Pass on requests in a timely and accurate manner to appropriate departments via either email, phone or HotSoS.

• Ensure proper VIP codes are being utilized and send pertinent information to Attaché.

• Promptly & courteously handle all guest questions when it comes to reservations, hotel issues, in house guest requests, assistance with room changes, and billing inquiries. 

• Provide follow up calls to guests for escalation issues for Trump Las Vegas or other Trump Hotels Properties.

• Arrange early check in or late check out requests for all hotel guests (ensuring availability is properly checked) for Trump Las Vegas.

• Possess general understanding of all hotel departments and deep knowledge of Trump Hotels unique selling features.

QUALIFICATION STANDARDS:

EDUCATION 

High School graduate or equivalent required. 

EXPERIENCE 

Prior Reservations, Front Office or travel industry experience preferred. Must be able to work varied shifts, to include weekends and holidays.

LICENSES OR CERTIFICATES

No special licenses or certificates required.

OTHER

Must be at least 21 years of age. Additional language ability preferred. 

"Trump Hotel Las Vegas participates in the federal E-Verify program, an electronic system that verifies employment authorization in the United States by comparing information from an employee’s Form I-9, Employment Eligibility Verification, with government databases. The company uses E-Verify only after an employee has accepted a job offer and completed the Form I-9. The company does not use E-Verify to pre-screen job applicants or candidates who have not received a job offer from the company.”