Casino Telemarketing Specialist

Wynn Resorts•Las Vegas, NV

33d•Onsite

About The Position

The Casino Telemarketing Specialist will be responsible for the strategic outreach to qualified casino guests via telemarketing outbound calls, converting conversations into booked room reservations. The Casino Telemarketing Specialist will constantly strive to exceed guest expectations through gracious and personalized service. The ideal candidate for this position will be goal driven and possess strong phone etiquette and customer service skills, a passion for guest care, and a commitment to proactive service and recovery, as necessary. The Casino Telemarketing role is an hourly position that is bonus eligible upon the completion of first full quarter. Work diligently to drive incremental revenue through booked room reservations. Projects warmth and enthusiasm on the phone; Develop one on one relationships with guests and provide exceptional service to cultivate and maintain relationships. Ensure that all guests are assisted in an efficient and courteous manner. Resolve complaints and issues effectively while escalating concerns as appropriate. Must be knowledgeable of the property, and be able to explain, games offered by the casino, current marketing events, promotions, and programs. Arrange reservations, transportation, and accommodations for guests. Conduct themselves with the highest levels of integrity and honesty by using sound judgment and make decisions in accordance with established comp and expense guidelines and fully comply with all applicable rules, regulations, laws, and policies. Confident in your ability to meet goals set forth by the management team. Demonstrate a willingness to teach, mentor, train and share information with the team. Has the ability to multitask and prioritize in a challenging environment. Perform other related duties as required.

Requirements

Outstanding customer service and communication skills
Ability to think independently in making real-time decisions to maximize guest service experience.
Comfortable with “cold calling”
Highly organized, initiative-taking and detail oriented
Possess sharply honed interpersonal skills, inspire confidence, and exude authenticity with regard to both guest and team interactions
Effective time management skills and ability to perform multiple tasks simultaneously
Must have excellent oral and written communication skills
Must be able to listen and respond to visual and aural cues
Capacity to receive coaching and turn constructive feedback into motivation to drive positive results
Technical capacity: proficiency in Microsoft Office, specifically Outlook, Word and Excel are preferred
High school diploma required
Two (2) years of previous experience in casino, hospitality, telemarketing, or other customer service environment
Ability to read, analyze, and interpret documents, such as policy and procedure manuals, instructions, emails, and other related documents
Ability to respond to common inquiries from other employees or guests
Fluency in English required, second language a plus
Ability to write detailed instructions and correspondence
Ability to effectively present information in one-on-one and group situations
21 years of age or above
Nevada Gaming Control Board Registration is required for this position
Alcohol Awareness card is required for this position
Must be able to work in moderate to loud noise conditions.
Must be able to make telephone calls for extended periods (minimum 75+ Outbound calls/day).
Must be able to work under fluorescent lighting, at a desk, off computer monitors while operating a keyboard, for the majority of the day.

Responsibilities

Strategic outreach to qualified casino guests via telemarketing outbound calls, converting conversations into booked room reservations.
Strive to exceed guest expectations through gracious and personalized service.
Drive incremental revenue through booked room reservations.
Develop one on one relationships with guests and provide exceptional service to cultivate and maintain relationships.
Ensure that all guests are assisted in an efficient and courteous manner.
Resolve complaints and issues effectively while escalating concerns as appropriate.
Be knowledgeable of the property, and be able to explain, games offered by the casino, current marketing events, promotions, and programs.
Arrange reservations, transportation, and accommodations for guests.
Conduct themselves with the highest levels of integrity and honesty by using sound judgment and make decisions in accordance with established comp and expense guidelines and fully comply with all applicable rules, regulations, laws, and policies.
Meet goals set forth by the management team.
Demonstrate a willingness to teach, mentor, train and share information with the team.
Multitask and prioritize in a challenging environment.
Perform other related duties as required.