Luxury Customer Experience Ambassador

Summary Statement
The Ambassador, Luxury Services will ensure consistency in service delivery to all VIP guests to ensure that their expectations are exceeded by responding to guest service interactions in a professional and timely manner, while always seeking ways to enhance the experience in every interaction.

Primary Job Duties

Ensure consistency in service delivery to all VIP guests and that their expectations are exceeded.

Respond to guest service interactions in a professional and timely manner, while always seeking ways to enhance the experience in every interaction.

Interact with high‑profile Casino and VIP guests.

Work assigned stations based on the needs of the business. Possess the appropriate knowledge and skill level to act in any capacity required.

Navigate multiple property management systems simultaneously to assist guests and fellow Team Members.

Maintain a good working knowledge of and comply with all procedures of VIP and Marketing Operations.

Respond to all guest requests in a timely manner and resolve guest concerns with a sense of urgency and diplomacy, while always seeking ways to enhance the experience in every interaction.

Attend to service in suites as needed to support guests and team members.

Maintain thorough understanding of property offerings and amenities. Utilize this knowledge to create curated experiences for guests, while simultaneously driving hotel revenue.

Provide hotel escorts, suite tours, explanation of services and represent the brand as an ambassador.

Monitor, document, and notify the Manager of Luxury Services - Crockfords of any problems that may impact or jeopardize the achievement of current and future departmental objectives.

Maintain extensive knowledge of Hilton, Conrad and Crockfords room types and amenities.

Manage and execute guest requests to ensure all matters are completed in a timely manner.

Use personal device/cellular phone for job‑related operational tasks, job duties, review of company documents, etc.

Perform other job‑related duties as requested.

Qualifications

Excellent interpersonal skills with the ability to deal effectively with guests, management, Team Members, and other outside contacts.

Proven organizational skills and ability to function under time constraints and deadlines with attention to detail.

Ability to effectively communicate in English.

Professional appearance and demeanor.

Excellent customer service skills.

Ability to obtain & maintain full knowledge and understanding of company and department rules and regulations, policies, and procedures.

Ability to work varied shifts, including nights, weekends, and holidays.

Preferred

Trained in Forbes Travel Guide standards.

Working knowledge of Microsoft Office applications, Point‑of‑Sale systems, Property Management systems and Casino Player Tracking systems.

Working knowledge of OPERA, Konami Synkros, Symphony, Cisco and/or Housekeeping HotSOS.

Previous experience working in a call center, concierge, fine dining restaurant, front desk, and/or VIP Lounge.

Fluent in more than one language.

Previous experience working in a large, luxury resort setting.

Minimum Education And Experience

At least 21 years of age.

High School Diploma or equivalent.

Minimum two years of previous customer service experience in a luxury environment.

Certificates, Licenses, Regulations

Proof of eligibility to work in the United States.

Ability to obtain the following:

Food Handler Card

Alcohol Awareness Card

Nevada Gaming Registration

Nevada Driver's License

Physical Demands

Work is typically performed in an office/front desk environment.

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

Prolonged sitting/standing.

Bending and reaching.

Transporting, pushing, pulling, lifting, and maneuvering items weighing up to 10 lbs.

Eye/hand coordination.

Ability to comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (SDS) and other instructions.

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