Guest Engagement Specialist

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.

QUALIFICATION STANDARDS:

EDUCATION

High School graduate or equivalent required.

EXPERIENCE

Prior Reservations, Front Office or travel industry experience preferred. Must be able to work varied shifts, to include weekends and holidays. Must be able to speak other language.