Client Services Rep - 3rd Shift

Summary Resort Services Agent coordinates world‑class guest service through Resorts World Las Vegas Call Center, serving a diverse guest and team member base with unscripted interactions.
Primary Duties Assist with all in‑house calls originating from guest rooms and team members, and overflow calls from other in‑house call centers as directed.
Navigate and operate multiple system applications and enter and track work orders using the maintenance work order management system.
Provide follow‑up to ensure completion and satisfaction for guest requests and logged service breakdowns.
Respond to guest inquiries via email and Red Chat with well‑crafted responses.
Assist with third‑party reservations booked through Hilton, Expedia, Booking.com, and other partner agencies.
Arrange and coordinate all time‑sensitive documents, travel arrangements and marketing trip resolutions.
Help resolve guest challenges and special requests within limits of authority and empower a timely resolution.
Respond to emails within scope of responsibility and route correspondence to appropriate departments.
Maintain knowledge of current service offerings, in‑room offerings, inventory levels, in‑house activities, events and travel conditions.
Assist with direct booking reservations and Genting Rewards reservation requests.
Obtain and maintain full knowledge and understanding of company and department rules, regulations, policies and procedures.
Use personal device/cellular phone for job‑related operational tasks and review of company documents.
Perform other duties as assigned.
Qualifications Strong working knowledge of Microsoft Office applications, point‑of‑sale systems, property management systems and casino player tracking systems.
Effective communication skills in English.
Ability to work varied shifts, including nights, weekends and holidays.
Polished appearance and demeanor.
Excellent customer service skills.
Full knowledge and understanding of company and department rules, regulations, policies and procedures.
Preferred At least one year of previous contact center, front desk, dispatch, concierge and/or casino VIP experience.
At least six months of customer service experience.
Working knowledge of Opera, HotSOS and/or Synkros by Konami.
Fluent in Spanish and able to assist with the Spanish queue.
Previous experience in a large, luxury resort setting.
Minimum Education and Experience At least 21 years of age.
High School Diploma or equivalent.
Proof of eligibility to work in the United States.
Required Licenses and Registrations Proof of eligibility to work in the United States.
Ability to obtain the following: Nevada Gaming Registration.
Physical Demands Prolonged sitting/standing, bending and reaching.
Transporting, pushing, pulling, lifting and maneuvering items weighing up to 20lbs.
Eye/hand coordination and ability to comply with policies and procedures, job description, daily memorandums, chemical labels (SDS) and other instructions.
Work is typically performed in an office environment with varying noise levels, temperature, illumination and air quality.
EEO Statement Resorts World Las Vegas is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

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