Overview:
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.
Job Duties:
Primary Job Duties: – Includes but is not limited to:
- 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 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:
Qualifications: Includes but is not limited to:
-
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.
- Ability to effectively communicate in English.
-
Professional appearance and demeanor.
-
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 Handling Card
-
Alcohol Awareness Card
-
Nevada Gaming Registration
-
Nevada Driver's License