Specialist, Guest Relations

Overview:Summary Statement:As a Guest Relations Specialist you will provide support and feedback to Managers of the department.Job Duties:Primary Job Duties:Includes But Is Not Limited To:Responsible for responding and communicating to guests to ensure guest satisfaction through phone calls and various methods of correspondence: letters, emails, surveys, social channels.Responsible for gathering information, coordinating, and assisting to resolve guest complaints. Responsible for making reservations for return guests.Support training initiatives across various departments (i.e.: Forbes).Assist in compiling and maintaining specialized reports through HotSOS and Qualtrics.Assist in working with departments to evaluate individual performance and make efforts to improve performance; provide important observations gathered from many customer interactions.Ensure that required licensing is maintained & updated. Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.Perform other job-related duties (i.e.: property tours) as requested.Qualifications:Qualifications: Includes But Is Not Limited To:Ability to pass a written communication test.Working knowledge of Microsoft Applications.Excellent written and verbal communication skills.Ability to effectively communicate in English.Polished appearance and demeanor.Excellent customer services 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.PreferredWorking knowledge of Forbes Travel Guide standards.Working knowledge of Opera systems.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 one year of Hotel Front Office, Call Center or related experience.Certificates, Licenses, Regulations: Proof of eligibility to work in the United States. Ability to obtain the following:Nevada Gaming RegistrationÂ