Call Center Agents

Island Resort & Casino•Harris, MI

27d

About The Position

The Call Center Agent is responsible for answering and responding to calls according to established telephone etiquette procedures in a mature, clear, polite, professional, and courteous manner. This role involves routing and transferring calls, paging customers and employees, answering general inquiries about facility events, and handling emergency or prank calls according to established procedures. The agent will also manage reservations for Hotel and RV park locations, including checking availability, making reservations, providing confirmation numbers, explaining cancellation policies, making changes, confirming reservations, and canceling reservations. Additionally, the role requires cross-referencing reservations to accommodate customer preferences, setting up group blocks, routing charges to group masters, informing callers of rates and taxes, noting applicable discounts, and providing information on policies regarding children, pets, pool/exercise room usage, and carry-in alcohol beverages. The agent must foster superior work relations and communication with all departments, follow strict policies concerning confidential information, and remain abreast of all emergency procedures. Reporting hotel and RV park concerns and potential problems immediately to departmental supervisors is also a key responsibility.

Requirements

Mature, clear, polite, professional and courteous manner of communication.
Ability to follow established procedures for call handling, reservations, and emergency situations.
Knowledge of telephone etiquette.
Ability to check availability, make, change, and cancel reservations.
Understanding of cancellation policies, rates, taxes, and discounts.
Ability to cross-reference reservations and accommodate customer preferences.
Skill in setting up group blocks and routing charges.
Knowledge of policies regarding children, pets, pool/exercise room usage, and alcohol beverages.
Ability to foster good work relations and communication.
Adherence to strict policies concerning confidential information.
Awareness of emergency procedures (medical, environmental, bio-hazardous, bomb threats, power outages, fire, robbery).
Prompt reporting of hotel and RV park concerns and potential problems.

Responsibilities

Answer and respond to calls according to established telephone etiquette procedure in a mature, clear, polite, professional and courteous manner.
Route and transfer calls for pick up.
Page customers and authorized employees when requested.
Answer general inquiries about scheduled facility events.
Handle emergency or prank calls according to established procedures.
Check Hotel and RV park locations for availability.
Make reservations, give confirmation numbers(s) and explain cancellation policy.
Make changes to reservations or confirm reservations as needed upon request.
Cancel established reservations upon request and provide caller with cancellation number(s).
Cross reference reservations to accommodate customer preferences and requests.
Set up Hotel and RV park group blocks.
Route selected charges to group master.
Inform caller of rates and applicable taxes based on room type(s) and time frame of reservation(s).
Verbalize to customers and note on reservations when selected discounts apply.
Provide information to callers about applicable rules, regulations and policies in regards to children, pets, and pool/exercise room usage.
Provide caller information about carry-in alcohol beverage policies.
Foster superior work relations and communication with all departments.
Follow strict policies concerning release of confidential information about guests and employees.
Remain abreast of all emergency procedures including medical, environmental, bio-hazardous, bomb threats, power outages, fire and robbery.
Report all hotel and RV park concerns and potential problems immediately to departmental supervisors.