Rep - Call Center Full Time

Bally's Chicago•Biloxi, MS

4d•Onsite

About The Position

This role is responsible for enhancing the guest experience by providing exceptional service in a full-time capacity. The Call Center Representative ensures calls are answered promptly and according to department standards, handles guest inquiries, processes reservations, and assists with guest requests and issues. The position requires adherence to established procedures, including emergency protocols, and involves utilizing the property's management system for various tasks such as entering reservations and relaying messages. The representative will also handle email and fax inquiries, confirm and modify reservations, and employ sales techniques to maximize occupancy and revenue. Additionally, they will assist with guest checkouts, resolve complaints, and coordinate with other departments like Housekeeping and Facilities to address guest needs. The role also includes making dinner reservations and reserving complimentary offers.

Requirements

Must project a professional and positive image.
High energy level.
Excellent non-verbal communication skills – good posture, able to establish eye contact, and positive body language.
Ability to handle and carry out instructions.
Must be able to maintain composure under stress in a fast pace work environment.
Must be able to sit for long periods of time.
Ability to work a flexible schedule.
Excellent interpersonal and communication skills.
Must be able to communicate clearly and effectively with all Hard Rockers and guests.
Ability to understand and promulgate written memos, instructions, regulations.
Basic reading and math skills.
Ability to deal with people in a manner that shows sensitivity, tact, and professionalism.
Proficiency in typing.

Responsibilities

Enhances the guest experience by providing exceptional service.
Ensures calls are answered promptly and in accordance to department standards.
Answer incoming phone calls, and/or transfer to appropriate department or guest room.
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.
Enters text messages for guests into the property’s management system as requested; relay guest messages.
Follows established emergency procedures and acts as a communications link in emergency situations.
Processes and/or make reservations, uses guest name, checks availability, quotes rates, explains property amenities, closes sale, explains Track/Picks/Mix, describes Hard Rock Rewards, and enters reservation for transient, casino and group guest into the property management system.
Answers fax and email inquiries.
Confirms and modify reservations.
Ensures that proper sales techniques and strategies are utilized to maximize occupancy, rates and revenue.
Assists guests in fulfilling their requests – room changes, extra amenities, etc.
Posts charges to guest folios when needed.
Assists guests in resolving complaints.
Email/fax guest credit card/gift card authorization forms and guest folios.
Confirm guest reservations weekly.
Pre-charge guest for package reservations.
Processes and submit end-of-shift reports.
Contacts Housekeeping, Guest Services and Facilities department when guests report room issues.
Reviews folios with guest ensuring accuracy; perform checkout.
Adheres to department and property policies and procedures.
Offers luggage assistance and have guest car pulled around with ticket number.
Make dinner reservations.
Reserve complimentary concert tickets, gift offers, and casino trips as needed.
Reviews previous reservations and arrivals to check for accuracy.