The Social Care Member will assist and guide guests in utilizing digital tools and resources provided by the resort, ensuring they have a smooth and enjoyable stay. You will be the go-to expert for guests seeking assistance with mobile apps, online booking systems, and other digital platforms. Your passion for technology and hospitality will be instrumental in creating memorable and engaging experiences for our guests.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The following and other duties may be assigned as necessary:
- Act as a knowledgeable resource for guests, providing assistance with mobile apps, online check-in, reservation systems, and other digital platforms used by the resort
- Welcome guests to the resort and guide them through the process of accessing and using digital services, ensuring they are comfortable and confident in navigating the various tools
- Address and resolve any technical issues or questions guests may encounter while using digital services, collaborating with IT or relevant departments when necessary
- Utilize guest data from digital platforms to offer personalized recommendations, services, and amenities based on their preferences and previous interactions
- Maintain open and timely communication with guests, responding to digital inquiries, messages, and requests promptly and professionally
- Promote the use of digital tools and services, emphasizing the convenience and benefits they offer to enhance the guest experience
- Seek feedback from guests regarding their digital experience and suggestions for improvement, and share this input with relevant stakeholders to drive continuous enhancement
- Train other resort team members on digital tools and platforms to ensure consistent and accurate guest assistance across all departments
- Assist in managing and updating the resort's social media accounts, responding to guest comments and inquiries in a positive and engaging manner
- Analyze data from digital platforms to identify trends, preferences, and areas for improvement in the guest experience
- Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 18 years of age.
- Previous experience in hospitality, guest services, or a related field is preferred
- Tech-savvy with a strong understanding of various digital platforms and mobile apps
- Excellent interpersonal and communication skills, with a friendly and approachable demeanor
- Customer-focused mindset with a passion for providing exceptional service and guest satisfaction
- Problem-solving abilities to address guest inquiries and technical issues effectively
- Detail-oriented and organized, capable of handling multiple tasks simultaneously
- Knowledge of social media platforms and basic social media management skills are a plus
- Proficiency in multiple languages may be advantageous in accommodating international guests
- Must be willing and able to work a flexible schedule to include nights, holidays, and weekends
- Work in a fast-paced, busy, and somewhat stressful environment
This position does not have supervisory responsibilities.
Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Members. We believe our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be intentionally integrated into our work. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company. By promoting these values and continuously pushing for better, we aim to create a positive work environment that encourages equality, inclusion, empowerment, and respect.
CERTIFICATES, LICENSES, REGISTRATIONS
Member must be able to qualify for licenses and permits required by federal, state, and local regulations.
Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.
Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
The physical demands described here are representative of those that must be met by a Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the Member is regularly required to stand and use hands and fingers to handle or utilize objects, tools, or controls. The Member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and peripheral vision.
The Member must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.
The work environment characteristics described here are representative of those a Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Member could be exposed to an environment containing unrestricted secondhand tobacco smoke.
Fontainebleau Las Vegas believes in developing and supporting our talent into the future. Our compensation program is designed to attract, motivate, and retain talented Members who are the driving force behind the Company's success. We strive to provide market-competitive compensation. Salary will be commensurate with experience and skill set, considering a candidate's qualifications, skills, competencies, and experience, as well as internal equity and market data alignment.
In alignment with our Company culture, we will strive to communicate openly about the goals of the Company and the design of the compensation program. The compensation process is designed to be fair and simple so that all Members and managers understand the Company's goals and future career development opportunities for upward mobility.