As a Digital Guest Services Specialist, you are the digital voice of the organization. You will respond to guest questions and services using a variety of channels. You will use your passion for serving guests as you craft each communication and identify each creative solution.

PRIMARY JOB DUTIES:

Duties include, but are not limited to, the following:

• Utilize the various digital communication channels such as web chat, SMS chatbots, social media, online review sites, email and more.
• Respond to TCOLV reviews on review sites such as Yelp, Trip Advisor and more.
• Professionally compose written correspondence to respond to guest questions submitted.
• Swiftly identify sound, professional and brand right solutions, and promptly compose written responses.
• Ensure accurate grammar, spelling, punctuation, formatting, etc. with all written communication.
• Identify the appropriate method and style of communication (Ex. SMS text vs. e-mail).
• Ensure timely response to all inquiries, questions, etc.
• Prioritize workload and execute solutions quickly for customers.
• Maintain strong knowledge of the resort offerings in order to provide accurate and complete information to guests.
• Partner with the Guest Services team to fully resolve guest issues to ensure of the highest level of luxury service.
• Comply with quality assurance expectations and standards.
• Ability to work independently.
• Able to adapt quickly and efficiently to new technologies and systems.
• Write and speak to others using clear, professional language and correct grammar.
• Ability to communicate effectively in one-on-one, small group and large group situations.
• Provide excellent customer service to all customers and associates
• Maintain a positive demeanor with guests and employees.
• Be a champion for the brand and culture of The Cosmopolitan.
• Ability to obtain and maintain full knowledge and understanding of company and department rules and regulations, policies and procedures.
• Other duties as assigned.

QUALIFICATIONS:

Required:

• At least six months of related experience in a professional writing environment.
• Strong operational familiarity of social media digital channels including Facebook, Twitter, SMS Chat, etc.
• Able to successfully complete/pass a writing test.
• Exceptional knowledge of accurate grammar, spelling, communication formatting, etc.
• Professional appearance and demeanor.
• Excellent customer service skills.
• Strong written and verbal communication skills with the ability to effectively communicate in English.
• High school diploma or equivalent.
• Ability to successfully lead and mentor a team.
• At least 18 years of age.

Preferred:

• Bachelor's degree in communication, hospitality, marketing, journalism or a related program.
• Previous experience working in a large, luxury resort.

PHYSICAL, ENVIRONMENTAL & OTHER REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is performed in an office and call center environment.
• Must be tolerant to varying conditions of noise level, temperature, illumination and air quality.
• The noise level in the work environment is usually moderate.
• Constant contact with executives, department management, applicants, employees and guests.
• Prolonged sitting or standing and mobility.
• Bending and reaching.
• Transporting, pushing, pulling, and maneuvering items weighing up to 25 lbs.
• Eye/hand coordination.
• Use of standard office equipment.
• Basic math.
• Ability to push and/or pull file cabinet drawers weighing up to 5 lbs.
• Ability to distinguish letters, numbers and symbols.
• Ability to comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (MSDS) and other instructions.