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About the Role

The Guest Services Agent at Resort World New York City plays a pivotal role in logistical operations, directly impacting guest satisfaction and hotel success. This role requires a professional demeanor, positive attitude, comprehensive operational knowledge, and keen attention to detail.

Responsibilities

• Maintain standards of 5-star service.
• Maintain knowledge of hotel occupancy status, special events, in-house groups, and situations affecting the reception desk.
• Book guest accommodations, room, show, or restaurant reservations.
• Communicate with guests and handle guest relations.
• Handle complaints and angry guests.
• Present messages or packages.
• Present keys and offer bell attendant assistance.
• Explain hotel services if bell assistance is declined or unavailable.
• Conduct follow-up calls to guest rooms to ensure satisfaction.
• Check guests in and out of the hotel.
• Offer a sincere greeting and ascertain guest satisfaction upon departure.
• Assist in arranging transportation.
• Ensure guest happiness and satisfaction upon departure.
• Thank guests for their stay and encourage return visits.
• Adhere to proper credit, check-cashing, and cash-handling policies and procedures.
• Handle assigned bank properly and perform account postings.
• Perform other tasks as assigned.

Requirements

• Must be 21 years or older.
• High school diploma, GED, or relevant experience.
• Prior experience in guest service preferred.
• Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission.
• Good communication skills.
• Attention to detail and organizational skills.
• Guest service oriented.
• Ability to function in a noisy, hectic, and crowded environment.
• Ability to handle numerous duties simultaneously.
• Flexible to work schedules.
• Willing to work as a team member.
• Comfortable interacting and engaging in conversation.
• Ability to do multiple tasks.
• Patience.
• Ability to adapt under stress and be flexible.
• Utilize good common sense.
• Ability to read, analyze, and interpret documents, such as policy and procedure manuals.
• Ability to respond to common inquiries from other Team Members or guests.
• Fluency in English required.
• Ability to write detailed instructions and correspondence.
• Ability to effectively present information in one-on-one and small group situations.
• Ability to compute mathematical calculations.
• Ability to work with mathematical concepts such as probability and statistical inference.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to decipher various reports and maintain reports upon request.
• Strong decision-making and problem-solving skills.
• Ability to work well under pressure and deadlines.
• Must be able to interact with internal and external guests in a professional manner.
• Must be able to work varying schedules to reflect the business needs of the property.
• This position will require a non-gaming registration.

Skills

• Professionalism
• Positive attitude
• Attention to detail
• Communication skills
• Organizational skills
• Guest service orientation
• Teamwork
• Interpersonal skills
• Adaptability
• Problem-solving
• Decision-making

Location

• New York City

Work Type

• Full-time
• Varying schedules

Experience Level

• Prior experience in guest service preferred

Education Level

• High school diploma
• GED
• Relevant experience

Salary/Compensations

• $31.48 - $35.41

About the Company

• Resorts World New York City strives to provide our guests with world-class gaming, exquisite dining, and unique entertainment experiences.
• Resorts World Las Vegas is the first integrated resort built on the Strip in over a decade, bringing bold innovation, world-class hospitality, and global luxury to the heart of Las Vegas.
• Developed by Genting Berhad, with international operations across the Americas, Asia, and Europe, Resorts World Las Vegas proudly partners with Hilton to feature three of its top brands: Las Vegas Hilton, Conrad Las Vegas, and Crockfords Las Vegas.
• Our resort spans 88 acres and includes 3,500+ guest rooms and suites, a state-of-the-art gaming floor, globally inspired dining, luxury retail, award-winning entertainment, and forward-thinking technology.
• At the core of our culture is a commitment to exceptional guest service, collaboration, and opportunity.
• Whether you’re starting your career or growing in your profession, we invite you to build your legacy with us.

Equal Opportunity

• The Company is committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation or any other status protected by law.
• We welcome the strength of diversity in our workforce.
• Resorts World Las Vegas is proud to be an equal opportunity employer.
• We celebrate diversity and are committed to creating an inclusive environment for all team members.