Guest Engagement Supervisor

4 weeks ago

Las Vegas, United States Trump Hotel Las Vegas Full time
Job DescriptionJob Description

POSITION PURPOSE:

Provide supervision, direction and leadership in the Resort Services Department in accordance with the objectives, performance and quality standards supportive of the brand. The Guest Engagement Supervisor ensures the highest level of quality to all customers; ensures enforcement of policies and procedures; proper selling and use of sales techniques for Room, Dining and activities including training designed to enhance overall hotel and collection wide revenue. This position works closely with the Guest Engagement Manager and the Director of Revenue, to ensure revenue is being maximized on a daily basis.


ESSENTIAL FUNCTIONS:

  • Ensures the adherence of all agents to the professional standards set forth by the company.

  • Assists with the training of all new hires in all job functions (all TH properties, Opera, Voice Agent, HotSoS, room types, spa, golf, groups, etc.)

  • Monitors and reports on agent productivity, including shop scores, closure ratio, talk time, any other standard as set by the department leader.

  • Partners with IT department to solve any system issues that may inhibit servicing callers.

  • Works with Front Office team to ensure any guests inquiries are answered in a prompt, efficient manner.

  • Manages room inventory, and alerts Director of Revenue Management to any potential issues regarding room availability. Manages the sellout of the resort, working with revenue management and operations to strive for perfect sales, by aggressively auditing the system, and proactively maintaining a waitlist.

  • In the absence of the Director of Revenue Management and Guest Engagement Manager, maintain all systems, including building rates, and group links.

  • Provides service recovery for reservations related guest complaints and provides feedback, if necessary, to the guest and other departments.

  • Assists in training within the department.

  • Mentor, coach and supervise Guest Engagement team in issues relating to daily operation.


SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

  • Ability to read, listen and communicate effectively in English.

  • Expert knowledge of the Opera PMS system, SynXis reservations system, and all extranet distribution channels.

  • Ability to access, read and accurately input information using a moderately complex computer system.

  • Ability to effectively deal with both internal and external guests, some requiring high levels of patience, tact and diplomacy. This involves listening to the nature of the concern, demonstrating empathy with the guest and providing positive and proactive solutions.

  • Analytical ability sufficient to analyze information, assess reservation trends and make relevant decisions.

  • Excellent organizational skills and ability to work well under pressure and meet deadlines.

  • Comprehension of technical application of reservations systems.


QUALIFICATION STANDARDS:

EDUCATION

High School degree required. Any combination of education and experience equivalent to a four-year college degree that provides the required knowledge, skills and abilities.


EXPERIENCE

Must have a minimum of two years of Reservations Agent experience, ideally with another luxury hotel company. Must be able to work varied shifts, to include weekends and holidays.

  • Guest Experience Supervisor

    5 days ago

    Las Vegas, United States FlyOver Attractions by Pursuit Collection Full time

    What perks can you expect?: Overview: As a Guest Experience Supervisor, your goal is the fun, engaging, efficient and safe movement of guests through the attraction. You will lead and coach a group of Guest Experience Guides to ensure team members have engaging interactions with our guests by bringing their best and anticipating guests needs while following...

  • Guest Engagement Specialist

    1 week ago

    Las Vegas, United States Trump International Hotel Las Vegas Full time

    The Guest Engagement Specialist will utilize excellent communication skills, extensive brand knowledge, persuasive sales ability, and luxury service standards during interactions with future & current guests while booking customized hotel reservation Reservation Agent, Specialist, Engagement, Guest, Reservations, Agent

  • Guest Services Supervisor II

    1 week ago

    Las Vegas, United States MGM Resorts International Full time

    The SHOW comes alive at MGM Resorts International Have you ever wondered what it would be like to work in a place full of excitement, diversity, and entertainment? Are you enthusiastic about being a team player in one of the most fascinating industri Guest Services Supervisor, Guest Service, Supervisor, Service Manager, Diversity, Operations, Hotel

  • Assistant Guest Service Manager

    2 weeks ago

    Las Vegas, United States Thechateaulakelaquinta Full time

    ** Position Description** **Assistant Guest Service Manager** Location **Tahiti Village** City/State **Las Vegas, NV** **Job Brief** This position would support property, department management and staff ensuring the delivery of exceptional guest experience to drive internal employee engagement and increase revenue. Creates a secondary leader, when management...

  • Guest Room Attendant

    2 weeks ago

    Las Vegas, United States Westgate Resorts Full time

    Job Description General Summary Of Duties: Provide service to hotel guest rooms which includes cleanliness, replenishing supplies, ensuring levels of standards are met, and reporting deficiencies to ensure a pleasant and enjoyable stay by the Hotel guest. Role and Responsibilities: (Includes but is not limited to the following) Guest Service 19% Strip...

  • Guest Room Attendant

    2 weeks ago

    Las Vegas, United States Westgate Resorts Full time

    **Guest Room Attendant** * 3000 Paradise Road, Las Vegas, NV * Part-time **Company Description** **ABOUT WESTGATE RESORTS** Westgate Resorts provides a diverse range of vacation experiences. From sandy beaches on the Atlantic Ocean to snow-covered Utah mountains, families can affordably experience the country's most desirable vacation destinations. A world...

  • Guest Room Attendant

    5 days ago

    Las Vegas, United States Westgate Resorts Full time

    **Guest Room Attendant** * 3000 Paradise Road, Las Vegas, NV * Part-time **Company Description** **ABOUT WESTGATE RESORTS** Westgate Resorts provides a diverse range of vacation experiences. From sandy beaches on the Atlantic Ocean to snow-covered Utah mountains, families can affordably experience the country's most desirable vacation destinations. A world...

  • Guest Services Representative

    4 weeks ago

    Las Vegas, United States Tuscany Suites and Casino Full time

    Located just minutes away from all of the excitement of the glittering Las Vegas Strip and Las Vegas Convention Center, Tuscany Suites & Casino provides guests with a relaxing getaway perfect for business travelers, a long weekend with friends or your next family vacation. We are looking for a Part Time Guest Service Representative to provide excellent...

  • Guest Services Representative

    1 month ago

    Las Vegas, United States Tuscany Suites and Casino Full time

    Job DescriptionJob DescriptionLocated just minutes away from all of the excitement of the glittering Las Vegas Strip and Las Vegas Convention Center, Tuscany Suites & Casino provides guests with a relaxing getaway perfect for business travelers, a long weekend with friends or your next family vacation. We are looking for a Part Time Guest Service...

  • Guest Services Associate

    2 weeks ago

    Las Vegas, United States Marriott Vacations Worldwide Full time

    JOB SUMMARY Do you pride yourself on your customer service skills and ability to personalize interactions with guests? Have a bold attention to detail while multi-tasking? Value a cooperative, team-oriented environment? If so, the Front Office at Marriott Vacations Worldwide might be the place for you! You will have the opportunity to welcome our Owners...

  • Guest Services Associate

    4 days ago

    Las Vegas, United States Marriott Vacations Worldwide Full time

    JOB SUMMARY Do you pride yourself on your customer service skills and ability to personalize interactions with guests? Have a bold attention to detail while multi-tasking? Value a cooperative, team-oriented environment? If so, the Front Office at Marriott Vacations Worldwide might be the place for you! You will have the opportunity to welcome our Owners...

  • Guest Services Supervisor

    1 month ago

    Las Vegas, Nevada, United States MGM Resorts International Full time

    PRIMARY PURPOSE:This position is responsible for oversight of our front-of-house team working in one of our world-renowned venues.PRINCIPAL DUTIES AND RESPONSIBILITIES:Assist Manager with basic floor duties of management, pre-event briefings with event staff in accordance with direction and information from department leadership, schedule staff based on...

  • Guest Room Attendant

    2 weeks ago

    Las Vegas, United States Golden Nugget Hotels & Casinos Full time

    Overview: Guest Room Attendant Guest Room Attendants (GRA) play a significant role by ensuring all guest rooms are cleaned and serviced, providing a comfortable, welcoming, and pleasant experience for guests. Responsibilities: Clean guest rooms according to department guidelines and high standards. Ensure all room amenities are stocked and displayed in...

  • Guest Room Attendant

    4 weeks ago

    Las Vegas, United States Golden Nugget Hotels & Casinos Full time

    Overview: Guest Room Attendant Guest Room Attendants (GRA) play a significant role by ensuring all guest rooms are cleaned and serviced, providing a comfortable, welcoming, and pleasant experience for guests. Responsibilities: Clean guest rooms according to department guidelines and high standards. Ensure all room amenities are stocked and displayed in...

  • Guest Room Attendant

    2 weeks ago

    Las Vegas, United States Golden Route Operations Full time

    City Las Vegas State NV Shift Day Type of Shift Full Time Department Housekeeping & EVS Guest Room Attendant Arizona Charlie's Boulder (Las Vegas, NV) Description: Summary: Responsible for cleaning and preparing assigned rooms and suites for hotel guests. Responsible for handling guests requests or complaints quickly and...

  • Guest Services Agent

    4 days ago

    Las Vegas, United States The Mob Museum Full time

    Job DescriptionJob DescriptionAbout the Museum:The Mob Museum is a nonprofit museum with a mission of advancing the public understanding of organized crime’s history and impact on American society. The Museum presents authentic stories about organized crime and law enforcement via interactive exhibits, original multi-media, one-of-a-kind artifacts, and...

  • Guest Room Attendant

    2 weeks ago

    Las Vegas, United States Golden Entertainment Full time

    Description: Summary: Responsible for cleaning and preparing assigned rooms and suites for hotel guests. Responsible for handling guests requests or complaints quickly and courteously. Essential Functions: Completes room status reports and follows procedures for entering the room, recording the status of the room and leaving the room. Strips and remakes...

  • Guest Room Attendant

    2 weeks ago

    Las Vegas, United States Golden Entertainment Full time

    Description: Summary: Responsible for cleaning and preparing assigned rooms and suites for hotel guests. Responsible for handling guests requests or complaints quickly and courteously. Essential Functions: Completes room status reports and follows procedures for entering the room, recording the status of the room and leaving the room. Strips and remakes...

  • Guest Service Ambassador

    2 weeks ago

    Las Vegas, United States Virgin Hotels Full time

    Job DescriptionYOUR MISSION (The Job Description): The Guest Service Ambassador will play an important role as the first face the customers see! They need to be welcoming and able to help them get checked in with the Front Desk team. The Guest Service Ambassador will be responsible for taking care of the customers' vehicles and luggage, Ensuring that their...

  • Guest Service Representative

    2 weeks ago

    Las Vegas, United States Tuscany Suites and Casino Full time

    Located just minutes away from all of the excitement of the glittering Las Vegas Strip and Las Vegas Convention Center, Tuscany Suites & Casino provides guests with a relaxing getaway perfect for business travelers, a long weekend with friends or your next family vacation. We are looking for a Part Time Guest Service Representative to provide excellent...