Guest Services Member

About the Role

The Guest Services Member works in a fast‑paced, high‑volume inbound contact center for Fontainebleau Las Vegas, serving as the first point of contact for internal and external guests. The role requires delivering world‑class, luxury‑hotel experiences through telephone etiquette, a sales mindset, and detailed attention. Key duties include promptly answering calls, emails and other channels, listening and responding with a clear, positive voice, and resolving guest complaints using recovery tools. The member proactively asks questions to identify needs, recommends additional services to maximize revenue, and provides detailed information about property amenities, room types, promotions and events. They also maintain knowledge of the property directory, route calls to the appropriate department, and uphold all operating procedures and service standards. The role involves coordinating with other departments to ensure timely resolutions, performing cashiering duties, reviewing guest folios, making billing adjustments, and enrolling guests in the Fontainebleau loyalty program. Members are expected to promote the brand’s Core Values, share observations with supervisors, and assist with projects as needed. • Answer telephone calls, emails, and other contact channels promptly and professionally. • Resolve guest complaints using recovery tools and accommodate special requests. • Identify guest needs and recommend additional services to increase revenue and enhance experience. • Provide detailed information on property amenities, room types, promotions, and events. • Maintain up‑to‑date knowledge of the property directory and route calls to appropriate departments. • Follow department procedures, company policies, and service standards. • Coordinate with internal departments to ensure timely resolution of guest requests. • Perform cashiering duties, review guest folios, and make billing adjustments. • Enroll guests in the Fontainebleau loyalty program. • Promote and embody Fontainebleau’s Core Values in all guest interactions. • Communicate observations and suggestions to supervisors for process improvement. • Maintain a positive attitude and assist with ad‑hoc projects as needed. • Handle confidential information securely and responsibly.

Key Responsibilities

• ▸call handling
• ▸complaint recovery
• ▸cashiering
• ▸billing adjustments
• ▸loyalty enrollment
• ▸department coordination

What You Bring

Candidates must be at least 18 years old, have a high school diploma or equivalent, and preferably one year of customer‑service or contact‑center experience, with hospitality experience considered a plus. Required skills include polished verbal and written communication, multi‑tasking in a fast‑paced environment, strong organization, conflict‑resolution and confidentiality, and proficiency with Windows and hospitality applications such as Microsoft Office, HotSOS, Infor‑HMS, etc. Flexible scheduling—including weekends, holidays and overnight shifts—is required. The position is primarily seated, requiring prolonged computer use, repetitive hand motions, and occasional standing, walking, and handling of objects up to 10 lb. The work environment has moderate noise levels and may include exposure to second‑hand tobacco smoke. • Be at least 18 years old and possess a high school diploma or equivalent. • Have at least one year of customer‑service or contact‑center experience; hospitality experience preferred. • Exhibit excellent verbal and written communication skills delivering a luxury guest experience. • Ability to multitask, prioritize, and maintain attention to detail in a fast‑paced environment. • Demonstrate strong organizational and follow‑through abilities. • Proficiency with Windows and hospitality software (Microsoft Office, Outlook, HotSOS, Infor‑HMS, Cendyn/Pegasus, etc.). • Availability to work varying schedules, including weekends, holidays, and overnight shifts. • Possess superior conflict‑resolution and de‑escalation skills.

Requirements

• ▸high school
• ▸customer service
• ▸windows
• ▸microsoft office
• ▸hotsos
• ▸conflict resolution

Benefits

Compensation is hourly, ranging from $18 per hour, with a market‑competitive structure that aligns with experience, skills, internal equity and company goals. Fontainebleau emphasizes transparent communication about compensation and career development.

Work Environment

Office Full-Time