Call Center Representative
About The Position
This role is responsible for handling inbound calls, making reservations, and providing property information in a courteous and efficient manner. The representative will direct individuals to the appropriate department or individual, answer questions about the property, and utilize the guest hotel system for recording activities and researching information. The position requires excellent communication and interpersonal skills, the ability to adapt to changing work processes, and a strong understanding of business etiquette. The representative must also comply with all company policies and regulatory requirements.
Requirements
- Practices, supports, and maintains the Mission, Vision and Values of Casino.
- High School diploma or GED.
- Must be at least eighteen (18) years of age.
- One (1) year guest service experience. Casino or hospitality preferred.
- Proficient in using Microsoft Office Suite applications and Lodging Management/Reservation Systems.
- Excellent communication skills. Read, write and speak English fluently.
- Excellent organizational skills and attention to detail.
- Strong analytical and problem-solving skills.
- Strong interpersonal and guest service skills.
- Schedule flexibility must be willing and able to work all shifts, nights, overnights, weekends and holidays.
- Strong guest service and problem-solving skills.
- Able to Multitask in a fast-paced environment.
- Must be able to tolerate areas containing varying noise, smoke, and temperature levels.
- Ability to secure and maintain STATE OR TRIBAL Gaming License.
Nice To Haves
- Casino or hospitality experience preferred.
Responsibilities
- Answering phones, making reservations, and providing property or similar information in a courteous manner.
- Directing individuals to the correct department/individual.
- Answering property information questions.
- Receiving calls and providing all Resort and Casino property information.
- Processing phone calls promptly and courteously.
- Engaging in active listening with callers, confirming or clarifying information, and diffusing conflicted or disgruntled guests.
- Analyzing guests’ service needs and referring to other service or technical departments for follow-up.
- Resolving routine problems and communicating solutions or requested information to the guest.
- Using guest Hotel system to record activities and research product information.
- Escalating complex issues to supervisor.
- Responding to all email and text requests promptly and appropriately.
- Mailing out information as requested.
- Demonstrating and providing outstanding guest and team member relations.
- Participating in training and other learning opportunities.
- Complying with all policies and procedures.
- Participating in the resolution of disputes and notifying the supervisor when necessary.
- Exemplifying guest service standards and expectations.
- Understanding and adhering to all regulatory, Tribal, Casino, and Hotel department rules, regulations, policies, and procedures.
- Adapting to different situations and changes in work processes to accommodate guest needs.
- Taking constructive feedback.
- Performing other tasks assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
