POSITION PURPOSE:

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 reservations via telephone.

ESSENTIAL FUNCTIONS:

• Answer and efficiently handle all incoming calls.
• Assist guests in planning and booking reservations for hotel rooms and services.
• Confirm room reservations while focusing on maximizing revenue. 
• Actively collect and meticulously record guest needs & preferences into the correct software. 
• Complete assigned job duties during assigned shift to include but not limited to corresponding to guest inquiries via email, inputting reservations and rooming lists, inputting the callers requests into the correct software, delivering personalized wake up calls, advising guests, colleagues and leadership of any messages, mail and faxes received for Trump Las Vegas or other Trump Hotels properties.
• Meet or exceed luxury service standards for relevant Guest Experience Touchpoints.
• Ensure hotel functions and services are up to date to ensure efficient response to guest inquiries.
• Offer accurate information about the city and surrounding attractions of Trump Hotel Properties when asked by guests.
• Enhance the Trump Card Member Experience and thoughtfully respond to all inquiries.
• Handle all guest interactions with the highest level of hospitality and professionalism.
• Post deposits, No-Show, and cancellation charges for Trump Las Vegas.
• Stay apprised of current rates, rate changes and all hotel promotions within the Trump Hotel Collection.
• Pass on requests in a timely and accurate manner to appropriate departments via either email, phone or HotSoS.
• Ensure proper VIP codes are being utilized and send pertinent information to Attaché.
• Promptly & courteously handle all guest questions when it comes to reservations, hotel issues, in house guest requests, assistance with room changes, and billing inquiries. 
• Provide follow up calls to guests for escalation issues for Trump Las Vegas or other Trump Hotels Properties..
• Arrange early check in or late check out requests for all hotel guests (ensuring availability is properly checked) for Trump Las Vegas.
• Possess general understanding of all hotel departments and deep knowledge of Trump Hotels unique selling features.

Job Requirements:

• Willingness to work a flexible schedule that varies according to business needs.
• Reading and communicating (writing and speaking) fluently and professionally in English.
• Knowledge of languages additional to English is preferred but not required.
• Minimum two (2) years of experience in a luxury hotel, two (2) years of experience in a 4 or 5-star hotel.
• Proficient in MS Office or Google Workspace & able to type at least 50 WPM. 
• The ability to work efficiently within a team environment.
• Must work well under pressure while completing multiple tasks. 
• Maintains confidentiality of all guest information and pertinent hotel information.
• Must be able to remain calm and communicate clearly with guests, leadership and colleagues in the event of an emergency.