CHG - Call Center - Agent

Recruiting Team•Las Vegas, NV

About The Position

As a Call Center Agent at Circa Hospitality Group, you will be the first point of contact for guests calling the company. You will make room reservations, respond to inquiries, provide general information, and route calls to the appropriate departments across all three properties. This role supports smooth communication and outstanding guest service through accurate, professional interactions and effective use of computer systems and phone systems. The Call Center Agent will maintain current knowledge of hotel amenities, room types, rates, promotions, and property-specific details; manage customer data and assigned records; and meet quality assurance, productivity, and customer satisfaction goals. The role requires adaptability, effective prioritization, and the ability to work varying shifts, including weekends and holidays, based on business needs.

Requirements

Previous call center or customer service experience.
Strong verbal and written communication abilities.
Ability to navigate multiple computer applications and phone systems.
Strong judgment and perceptiveness, with the ability to analyze issues and resolve them quickly and efficiently.
Ability to build rapport with guests and maintain composure under pressure.
Excellent attention to detail and multitasking abilities.
Willingness to work varying shifts, including weekends and holidays, based on business needs.
Open to change, coachable, and quick to adjust to new procedures or environments.

Nice To Haves

Bilingual in English and Spanish.

Responsibilities

Answer incoming calls and assist with hotel reservations, guest inquiries, and general information.
Direct calls to appropriate departments across all three properties.
Maintain current knowledge of hotel amenities, room types, rates, promotions, and property-specific details.
Use computer systems and software to access and manage customer data accurately.
Maintain professionalism and accuracy in guest interactions.
Handle escalated or difficult calls with patience, empathy, and professionalism.
Perform assigned data entry and record-keeping.
Follow company policies, procedures, and regulatory standards.
Meet and exceed quality assurance goals, productivity benchmarks, and customer satisfaction metrics.
Prioritize tasks and manage time effectively in a fast-paced, changing environment.
Stay current with internal updates, procedural changes, and new promotions.