What are the responsibilities and job description for the Agent - Guest Relations position at The Venetian Resort Las Vegas?
Position Overview
The primary responsibility of the Agent - Guest Relations is to partner to resolve guest challenges, create loyalty with our high value guests, and respond to all guest correspondence in a timely manner.
All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices, and procedures.
Essential Duties & Responsibilities
Company Standards of Conduct
All Venetian Resort Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.
Minimum Qualifications
Must be able to
The primary responsibility of the Agent - Guest Relations is to partner to resolve guest challenges, create loyalty with our high value guests, and respond to all guest correspondence in a timely manner.
All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices, and procedures.
Essential Duties & Responsibilities
- Monitor and respond to all guest correspondence that arrive via e-mail, letter, phone, IHG platform, post-stay survey, review sites and social media within 24 hours.
- Proactively adjust guest resolution techniques based on customer success stories.
- Report opportunity trends to management on a weekly basis.
- Distribute guest’s correspondence to respective department heads – follow up on guest satisfaction where required.
- Track return guests’ arrival date and notify respective departments accordingly and coordinate day of arrival activities.
- Ability to focus attention on details, be well-organized and follow-up accordingly.
- Provide a service or assistance to meet the needs of a guest, client or customer.
- Assist with investigation of guest complaints with all pertinent departments.
- Maintain consistent adherence to the Venetian and Palazzo Unmatched Guest Service Standards.
- Safety is an essential function of this job.
- Consistent and regular attendance is an essential function of this job
- Performs other related duties as assigned.
Company Standards of Conduct
All Venetian Resort Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.
Minimum Qualifications
- 18 years of age.
- Proof of authorization/eligibility to work in the United States.
- High school Diploma or equivalent.
- Previous Front Desk experience in a hotel/resort preferred.
- Experience with Microsoft Office Components.
- Basic typing skills.
- Self-motivated, able to multitask and effectively communicate with all guests via phone, email, online or in person.
- Ability to communicate clearly and effectively in English, both in spoken and written form.
- Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
- Must be able to work varied shifts, including nights, weekends and holidays.
Must be able to
- Physically access all areas of the property and drive areas with or without a reasonable accommodation.
- Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
- Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
- Ability for prolonged periods of time to walk, stand, stretch, bend and kneel.
- Work in a fast-paced and busy environment.
- Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.