Ambassador, Luxury Services - Crockfords

• Ensure consistency in service delivery to all VIP guests and that their expectations are exceeded.

• Respond to guest service interactions in a professional and timely manner, while always seeking ways to enhance the experience in every interaction.

• Interact with high-profile Casino and VIP guests.

• Work assigned stations based on the needs of the business. Possess the appropriate knowledge and skill level to act in any capacity required.

• Navigate multiple property management systems simultaneously to assist guests and fellow Team Members.

• Maintain a good working knowledge of and comply with all procedures of VIP and Marketing Operations.

• Respond to all guest requests in a timely manner and resolve guest concerns with a sense of urgency and diplomacy, while always seeking ways to enhance the experience in every interaction.

• Attend to service in suites as needed to support guests and team members.

• Maintain thorough understanding of property offerings and amenities. Utilize this knowledge to create curated experiences for guests, while simultaneously driving hotel revenue.

• Provide hotel escorts, suite tours, explanation of services and represent the brand as an ambassador.

• Monitor, document, and notify the Manager of Luxury Services - Crockfords of any problems that may impact or jeopardize the achievement of current and future departmental objectives.

• Maintain extensive knowledge of Hilton, Conrad and Crockfords room types and amenities.

• Manage and execute guest requests to ensure all matters are completed in a timely manner.

• Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.

• Perform other job-related duties as requested.

Qualifications: Includes but is not limited to:

• Excellent interpersonal skills with the ability to deal effectively with guests, management, Team Members, and other outside contacts.

• Proven organizational skills and ability to function under time constraints and deadlines with attention to detail.

• Ability to effectively communicate in English.

• Professional appearance and demeanor.

• Excellent customer service skills.

• Ability to obtain & maintain full knowledge and understanding of company and department rules and regulations, policies, and procedures.

• Ability to work varied shifts, including nights, weekends, and holidays.

Preferred: 

• Trained in Forbes Travel Guide standards.

• Working knowledge of Microsoft Office applications, Point of Sale systems, Property Management systems and Casino Player Tracking systems.

• Working knowledge of OPERA, Konami Synkros, Symphony, Cisco and/or Housekeeping HotSOS.

• Previous experience working in a call center, concierge, fine dining restaurant, front desk, and/or VIP Lounge.

• Fluent in more than one language.

• Previous experience working in a large, luxury resort setting.

Minimum Education and Experience:

• At least 21 years of age.

• High School Diploma or equivalent.

• Minimum two years of previous customer service experience in a luxury environment.

Certificates, Licenses, Regulations:

• Proof of eligibility to work in the United States.

• Ability to obtain the following:

  • Food Handler Card

  • Alcohol Awareness Card

  • Nevada Gaming Registration

  • Nevada Driver's License