Call Center Representative
About The Position
Accepts and services incoming calls from casino, direct mail, restaurants, interacting departments, and transient and hotel sales guests with a positive attitude coupled with proper greeting and departing script. Accepts and services requests and inquiries for hotel rooms, restaurants, amenities, transportation, theater and special events. Ability to utilize cross selling techniques with promotions, unavailable dates and up-selling accommodations. Interacts with casino customers via AS400 to distribute complimentaries based on their level of play, via the supervisor approval and comp philosophy established by the Company. Entering of hotel transient and package guests, along with a detailed knowledge of the Hotel and available amenities to enhance sales conversation. Data entry of the paperwork for the Host/Player Development staff, Tour & Travel, Conventions and Junket and Splinter Representatives. Entering complimentaries for room service, restaurants, limos and direct mail accurately with the notification to management if complimentary guidelines are not abided by. Communicate with Restaurant Management to ensure reservations were entered correctly, blocks are adjusted and opportunity is maximized for occupancy. Full knowledge of hotel status, current entertainment and availability, the comp philosophy and all special events to ensure cross selling opportunities are recognized and talk time is reduced. Full knowledge of the hotel cashiering system with the ability to comp off charges for a patron based on the established complimentary guidelines. Abides by the professional, consistent verbiage established by management when communicating with customers. Meets and strives to exceed job performance goals and standards as defined by management. Assists co-workers and supervisors with job tasks. Outbound telemarketing (including surveying) to the new, active and inactive customer based on call volume. Delivers superior and consistent customer service as established by management. Telephones call to be monitored actively or by recording. Performs other duties as assigned. Promotes positive public relations.
Requirements
- High school diploma or equivalent required.
- Excellent customer service, communication and telephone skills.
- Strong decision making, planning and organizational skills, coupled with a sense of urgency and the ability to multi-task.
- Inbound and Outbound Telemarketing to include conversion rate goals of calls verses bookings.
- Effective typing/computer keyboard skills.
- Dependable and flexible with work schedule.
Nice To Haves
- Prior experience in a customer service position preferred.
Responsibilities
- Accepts and services incoming calls from casino, direct mail, restaurants, interacting departments, and transient and hotel sales guests with a positive attitude coupled with proper greeting and departing script.
- Accepts and services requests and inquiries for hotel rooms, restaurants, amenities, transportation, theater and special events.
- Utilizes cross selling techniques with promotions, unavailable dates and up-selling accommodations.
- Interacts with casino customers via AS400 to distribute complimentaries based on their level of play, via supervisor approval and comp philosophy.
- Enters hotel transient and package guests, utilizing knowledge of the Hotel and available amenities to enhance sales conversation.
- Performs data entry of paperwork for Host/Player Development staff, Tour & Travel, Conventions and Junket and Splinter Representatives.
- Enters complimentaries for room service, restaurants, limos and direct mail accurately, notifying management if complimentary guidelines are not abided by.
- Communicates with Restaurant Management to ensure reservations were entered correctly, blocks are adjusted and occupancy is maximized.
- Maintains full knowledge of hotel status, current entertainment and availability, the comp philosophy and all special events to ensure cross selling opportunities are recognized and talk time is reduced.
- Maintains full knowledge of the hotel cashiering system with the ability to comp off charges for a patron based on established complimentary guidelines.
- Abides by professional, consistent verbiage established by management when communicating with customers.
- Meets and strives to exceed job performance goals and standards as defined by management.
- Assists co-workers and supervisors with job tasks.
- Performs outbound telemarketing (including surveying) to new, active and inactive customers based on call volume.
- Delivers superior and consistent customer service as established by management.
- Understands that telephone calls are actively monitored or recorded.
- Performs other duties as assigned.
- Promotes positive public relations.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
