CALL CENTER REPRESENTATIVE

Resorts Casino Hotel•Atlantic City, NJ

1d•Onsite

About The Position

This role involves accepting and servicing incoming calls from various sources including casino, direct mail, restaurants, interacting departments, and hotel guests. The representative will handle requests and inquiries for hotel rooms, restaurants, amenities, transportation, theater, and special events. A key aspect of the job is utilizing cross-selling techniques, promoting special offers, and up-selling accommodations. The representative will also interact with casino customers via AS400 to distribute complimentaries based on their level of play, with supervisor approval and adherence to the company's comp philosophy. Data entry for various departments, including Host/Player Development, Tour & Travel, Conventions, and Junket/Splinter Representatives, is also a responsibility. Accurate entry of complimentaries for room service, restaurants, and limos is required, with notification to management if complimentary guidelines are not followed. Communication with Restaurant Management to ensure reservations are entered correctly and blocks are adjusted for maximum occupancy is essential. The role requires full knowledge of hotel status, current entertainment, availability, the comp philosophy, and all special events to maximize cross-selling opportunities and reduce talk time. A thorough understanding of the hotel cashiering system and the ability to comp off charges based on established guidelines are necessary. The representative must adhere to professional and consistent verbiage established by management, meet and exceed job performance goals, and assist co-workers and supervisors. Outbound telemarketing, including surveying, may be required based on call volume. Delivering superior and consistent customer service is paramount, and telephone calls will be actively monitored or recorded. Other duties as assigned and promoting positive public relations are also part of the role.

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.
Effective typing/computer keyboard skills.
Dependable and is flexible with work schedule.

Nice To Haves

Prior experience in a customer service position preferred.
Inbound and Outbound Telemarketing to include conversion rate goals of calls verses bookings.

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 the supervisor approval and comp philosophy established by the Company.
Enters hotel transient and package guests, along with a detailed knowledge of the Hotel and available amenities to enhance sales conversation.
Performs data entry of the paperwork for the Host/Player Development staff, Tour & Travel, Conventions and Junket and Splinter Representatives.
Enters complimentaries for room service, restaurants, limos and direct mail accurately with the notification to management if complimentary guidelines are not abided by.
Communicates with Restaurant Management to ensure reservations were entered correctly, blocks are adjusted and opportunity is maximized for occupancy.
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 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.
Performs 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.
Ensures telephone calls are monitored actively or by recording.
Performs other duties as assigned.
Promotes positive public relations.