Call Center Representative

Casino and • Rock Island, IL

7d

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. The work environment contains bright lights, loud noise, and stressful situations. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Requirements

• Exceptional service skills.
• Ability to answer incoming phone calls and route them appropriately.
• Ability to respond to inquiries regarding property information (directions, hours, etc.).
• Ability to relay guest requests to appropriate staff.
• Promptly answer calls according to department standards.
• Follow established emergency procedures.
• Assist guests with requests such as room changes and amenities.
• Process and submit end-of-shift reports.
• Contact Housekeeping and Facilities for room issues.
• Adhere to department and property policies and procedures.
• Confirm reservations.
• Verify future reservations.
• Assist guests in resolving complaints.
• Disseminate information about the property and local area.
• Maintain knowledge of property information and 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