Summary Statement:
Our guests have a lust for a life less ordinary that drives them to demand more, experience it all, and hit repeat. Our property will be unique in every way, including the way we conduct business using the latest technology creating an experience where anything a guest could want is at their fingertips or a single phone call away.
Primary Job Duties: Includes but is not limited to:
- Interact with high-profile Casino and VIP guests and execute the highest level of guest service standards which are consistent with Resorts World Las Vegas standards and brand attributes.
- Meet the demands of a fast-paced environment by utilizing cutting edge technology, a positive attitude, sound judgement and assist in coordination of guest requests with all applicable departments.
- 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.
- Perform duties including suite inspections and hotel escorts, driving company vehicle for off property errand runs, stocking and maintaining of front of house and back of house products, and additional services to enhance guest experience
- Maintain knowledge of food, beverage and amenity offerings and understand how to properly serve each of the aforementioned.
- Maintain a thorough understanding of property offerings and amenities. Utilize this knowledge to create curated experiences for guests, while simultaneously driving hotel revenue.
- Monitor, document and notify the Manager of Luxury Services - Crockfords of any problems that may impact or jeopardize the achievement of current future departmental objectives.
- Professionally communicate with guests and co-workers through face-to-face, e-mail, text message and/or telephone forums and obtain and maintain position-specific licensing.
- 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: Includes but is not limited to:
- Excellent customer service skills.
- Ability to work varied shifts, including weekends and holidays.
- 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.
- Professional appearance and demeanor.
- Ability to effectively communicate in English.
- Ability to obtain & maintain full knowledge and understanding of company and department rules and regulations, policies and procedures.
- Wine knowledge, Food services etiquette.
Preferred:
- Previous experience working as butler, banquet server, fine dining restaurant, Banquet, front desk and/or VIP Lounge.
- 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.
- Fluent in more than one language.
Minimum Education and Experience:
- At least 21 years of age.
- High School Diploma or equivalent.
- Minimum four years of Customer Service experience in a luxury resort.
Certificates, Licenses, Regulations:
- Proof of eligibility to work in the United States.
- Ability to obtain the following:
- Food Handler Card
- Alcohol Awareness Card
- Non-Gaming Card
- Nevada Driver's License
- Current DMV report
Physical Demands:
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to work in fast-paced work environment and adopt to changes.
- Ability to work in Kitchen and Pantries slippery 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 20 lbs.
- Eye/hand coordination.
- Ability to comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (SDS) and other instructions.
At Resorts World Las Vegas, we believe that every member of our team is an ambassador and is essential to the success of our company. We expect all Team Members to take personal ownership in ensuring everything they do is in the best interest of the company and that all will adhere to our five core non-negotiable responsibilities.
- Everyone is an Ambassador–No matter where you work at Resorts World Las Vegas, it is your responsibility to treat this property like you would your own home. No one gets hurt, everyone feels secure, the environment is clean, and every guest gets what they need.
- Everyone works in Safety–If you have a safety concern, it is your responsibility to address it by correcting it or notifying the appropriate department or individual.
- Everyone works in Security–If you See Something, it is your responsibility to Say Something. You must notify the appropriate department or individual if you feel there is a security concern.
- Everyone works in EVS–If there is trash on the floor, it is your responsibility to pick it up. If it is a mess that needs more attention, it is your responsibility to notify the appropriate department or individual.
- Everyone works in Guest Experience–If a guest needs assistance, it is your responsibility to assist that guest and do so with a smile. If the guest needs more assistance than you can provide, it is your responsibility to notify the appropriate department or individual.
