Specialist - Contact Center

Agent Resort Services Job Duty

The primary responsibility of the Agent Resort Services Job Duty is to process special contact center job duties to include Hotel, Restaurant, Show, Casino, Wholesale/GDS/Leisure Sales inquiries and reservations. All duties are to be performed in accordance with departmental and The Venetian Resort's policies, practices, and procedures.

Essential Duties & Responsibilities

• Maintains complete knowledge of all hotel features, services attractions, amenities, locations and hours of operation, all hotel and competitor restaurant food concepts, menu price range, dress code and ambiance, all hotel suite types, numbers/names, layout appointments, amenities, and locations, local events, attractions, holiday schedules.
• Respond to all guest email correspondence, TA commission and Suites Rate Guarantee inquiries, guest wake up and messaging calls.
• Deposit accounting and HBSI functions, as well as processing daily, weekly, monthly reports.
• Agents must also be able to process rate and hotel inventory changes for all booking channels, and take Contact Center calls when necessary.
• Consistently provides each and every guest with 5 Star/5 Diamond service by anticipating guest's needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

Additional Duties & Responsibilities

• Maintains positive guest relations at all times by resolving complaints and ensuring guest satisfaction by both guests and team members alike.
• Maintains Concierge code of ethics and behaving in a professional and kind manner at all times while representing The Venetian Resort, the Concierge Services Department and the profession of Concierge.
• Safety is an essential function of this job.
• Consistent and regular attendance is an essential function of this job.
• Performs other related duties as assigned.

All The Venetian Resort Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company's standards, work requirements and rules of conduct.

Minimum Qualifications

• 21 years of age.
• Proof of authorization/eligibility to work in the United States.
• High School diploma or equivalent.
• Must be able to obtain and maintain a Nevada Gaming Control Board registration, and any other certification or license, as required by law or policy.
• 1-3 years previous experience as a Concierge.
• Must have the ability to type a minimum of 35 wpm.
• Exceptional communication skills and be able to work in a high volume luxury resort.
• Provides information to all guest inquiries and coordinates all guest requests by creating a meaningful itinerary for special arrangements or services in an efficient, professional and warm, gracious manner.
• Ability to communicate clearly and effectively in English, both in spoken and written form.
• Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
• Must be able to work varied shifts, including nights, weekends and holidays.

Physical Requirements

Must be able to:

• Lift or carry 20 pounds, unassisted, in the performance of specific tasks, as assigned.
• Physically access all areas of the property and drive areas with or without a reasonable accommodation.
• Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
• Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
• Ability for prolonged periods of time to walk, stand, stretch, bend and kneel.
• Work in a fast-paced and busy environment.
• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.