Guest Engagement Supervisor

3 weeks ago


Las Vegas, Nevada, United States Trump Hotel Las Vegas Full time
Job Summary

As a Guest Engagement Supervisor at Trump Hotel Las Vegas, you will be responsible for providing exceptional customer service and leading a team of Guest Engagement agents. Your primary goal will be to ensure that every guest has a memorable and enjoyable experience at our resort.

Key Responsibilities:

  • Supervise and train Guest Engagement agents to provide top-notch customer service.
  • Monitor and report on agent productivity, including shop scores, closure ratio, and talk time.
  • Partner with the IT department to resolve system issues that may impact guest service.
  • Work with the Front Office team to ensure prompt and efficient resolution of guest inquiries.
  • Manage room inventory and alert the Director of Revenue Management to potential issues.
  • Provide service recovery for reservations-related guest complaints and provide feedback to the guest and other departments.

Qualification Standards:

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.

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



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