Guest Services Specialist - The Cosmopolitan

THE JOB:

As a Guest Services Specialist at The Cosmopolitan, you will set the stage for the guest experience with your welcoming smile and service. By understanding their unique stories and needs, you will own their experience to create WOW memories they will carry with them far and beyond their stay with us.

THE DAY-TO-DAY:

• Greet guests warmly upon arrival, creating a welcoming atmosphere and delivering exceptional service by anticipating their needs and promptly resolving any concerns in alignment with S.H.O.W. Service Basics.

• Provide outstanding service that reflects the property's core standards and brand identity, including answering and directing calls to the appropriate department, hotel guests, or personnel, as well as processing wake-up calls, emergency alerts, and recovery calls.

• Elevate the guest experience by offering available accommodation upgrades in line with approved programs and encouraging M Life enrollment to enhance guest benefits while maximizing revenue opportunities.

• Efficiently handle multiple tasks, accurately recording guest information across various reservation systems while maintaining data integrity and precision.

• Process financial transactions, including posting charges and credits, collecting payments, and handling cash and credit transactions, ensuring accuracy and compliance with property cash handling procedures.

• Partner with management to assess and enhance individual performance through ongoing development, coaching, and skill-building initiatives.

• Address and resolve guest concerns in a timely and proactive manner by taking ownership of issues, implementing creative solutions, and ensuring overall guest satisfaction.

• Work closely with all departments to facilitate seamless coordination and ensure timely responses to guest requests.

THE RIGHT CANDIDATE WILL HAVE:

• Ability to work varied shifts, to include weekends and holidays.

• High School Diploma, GED or equivalent.

• 1+ Years of Prior Relevant guest service experience.

• Knowledge of LMS, Opera, HOTSOS, AMCOM, NEC or Avaya.

• Bilingual, with English as the primary or secondary language.

• Experience in a similar resort setting.

THE PERKS & BENEFITS:

• Wellness incentive programs to help you stay healthy physically and mentally.

• Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more.

• Free meals in our employee dining room.

• Free parking on and off-shift.

• Health & Income Protection benefits (for eligible employees).

• Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community.

VIEW JOB DESCRIPTION:

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