Call Center Representative

Bally's Chicago • Rock Island, IL

6d

About The Position

Enhances the guest experience by providing exceptional service. Answers incoming phone calls, routing as necessary. Responds to inquiries regarding property – i.e. directions to property, players club, entertainment, hours of operation of venues, etc. Relays “guest requests” to appropriate staff. Ensures calls are answered promptly and in accordance to department standards. Follows established emergency procedures. Assists guests in fulfilling their requests – room changes, extra amenities, etc. Processes and submit end-of-shift reports. Contacts Housekeeping and Facilities department when guests report room issues. Adheres to department and property policies and procedures. Confirms reservations. Verifies future reservations are correct for future arrivals. Assists guests in resolving complaints. Disseminates information to guests about the property and local area. Maintains knowledge of property information & memorabilia. Other duties as assigned.

Requirements

• Exceptional service skills
• Ability to answer incoming phone calls and route them appropriately
• Knowledge of property information (directions, players club, entertainment, hours of operation)
• Ability to relay guest requests to appropriate staff
• Prompt call answering and adherence to department standards
• Knowledge of emergency procedures
• Ability to assist guests with requests (room changes, amenities)
• Ability to process and submit end-of-shift reports
• Ability to contact Housekeeping and Facilities for room issues
• Adherence to department and property policies and procedures
• Ability to confirm reservations
• Ability to verify future reservations
• Ability to assist guests in resolving complaints
• Ability to disseminate information about the property and local area
• Maintains knowledge of property information & memorabilia

Responsibilities

• Enhances the guest experience by providing exceptional service.
• Answers incoming phone calls, routing as necessary.
• Responds to inquiries regarding property – i.e. directions to property, players club, entertainment, hours of operation of venues, etc.
• Relays “guest requests” to appropriate staff.
• Ensures calls are answered promptly and in accordance to department standards.
• Follows established emergency procedures.
• Assists guests in fulfilling their requests – room changes, extra amenities, etc.
• Processes and submit end-of-shift reports.
• Contacts Housekeeping and Facilities department when guests report room issues.
• Adheres to department and property policies and procedures.
• Confirms reservations.
• Verifies future reservations are correct for future arrivals.
• Assists guests in resolving complaints.
• Disseminates information to guests about the property and local area.
• Maintains knowledge of property information & memorabilia.
• Other duties as assigned.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed