Guest Relations Agent

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Date: Nov 25, 2021

Location: Las Vegas, Nevada, US

Company: Las Vegas Sands Corp.

Position Overview:

The primary responsibility of the Agent - Guest Relations is to partner to resolve guest challenges, create loyalty with our high value guests, and respond to all guest correspondence in a timely manner.

All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices, and procedures. 

Essential Duties & Responsibilities:

  • Monitor and respond to all guest correspondence that arrive via e-mail, letter, phone, IHG platform, post-stay survey, review sites and social media within 24 hours.
  • Proactively adjust guest resolution techniques based on customer success stories.
  • Report opportunity trends to management on a weekly basis.
  • Distribute guest’s correspondence to respective department heads – follow up on guest satisfaction where required.
  • Track return guests’ arrival date and notify respective departments accordingly and coordinate day of arrival activities.
  • Ability to focus attention on details, be well-organized and follow-up accordingly.
  • Provide a service or assistance to meet the needs of a guest, client or customer.
  • Assist with investigation of guest complaints with all pertinent departments.
  • Maintain consistent adherence to the Venetian and Palazzo Unmatched Guest Service Standards.
  • 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.

Additional Duties & Responsibilities:

Company Standards of Conduct

All 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.

Additional Duties & Responsibilities:

Additional Duties & Responsibilities:

Minimum Qualifications:

  • 18+ years of age.
  • Proof of authorization/eligibility to work in the United States.
  • High school Diploma or equivalent.
  • Previous Front Desk experience in a hotel/resort preferred.
  • Experience with Microsoft Office Components.
  • Basic typing skills.
  • Self-motivated, able to multitask and effectively communicate with all guests via phone, email, online or in person.
  • 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:

  • 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.

Job Segment: Front Desk, Administrative

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