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About the Role

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

Responsibilities

• Maintain standards of a 5-star service.
• Maintain knowledge of hotel occupancy status, special events, in-house groups and other situations affecting the reception desk's daily operation.
• Book guest accommodations, room, show or restaurant reservations in accordance with current procedures.
• Communicates with guest’s/guest relations.
• Handles complaints and angry guests.
• Presents any messages or packages.
• Presents the keys and offers bell attendant assistance.
• Explains Hotel services if bell assistance is declined or not available.
• Follow-up calls to the guest’s room to ensure satisfaction.
• Checks guests in and out of the Hotel.
• Offers a sincere greeting before the guest reaches the desk and ascertains the satisfaction of the guest’s stay.
• Aids in arranging transportation.
• Ensures that the guest is happy and departs satisfied.
• Thanks the guest for staying with us and offering an expression of a return visit.
• Thoroughly understands and adheres to proper credit, check- cashing, and cash handling policies and procedures.
• Handles assigned bank properly and performs account postings.
• Performs other tasks as assigned.

Requirements

• Must be 21 years or older.
• 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 crowed 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.
• Can adapt under stress, flexible.
• Utilize good common sense.
• Ability to read, analyze, and interpret documents, such as policy and procedure manuals and other related documents.
• 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 complex 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 maintains reports upon request with 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.
• Employees must be able to work varying schedules to reflect the business needs of the property.

Skills

• Professionalism
• Positive attitude
• Attention to detail
• Communication skills
• Organizational skills
• Guest service orientation
• Teamwork
• Adaptability
• Common sense
• Mathematical skills
• Problem-solving skills

Location

• New York

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.
• We are looking to hire an enthusiastic and dedicated team of professionals.

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.