Contact Center Representative
About The Position
Responsible for making reservations and handling guest inquiries across multiple channels in the casino’s Contact Center, in accordance with established policies and procedures. This role involves managing guest service inquiries from various channels, responding to requests for hotel, dining, promotional, and entertainment reservations, and making outbound calls for marketing efforts. The representative will utilize the property's computer system for reservations and strive to meet individual performance indicators and department goals while promoting a positive and productive work environment. A working knowledge of casino facilities, events, and emergency procedures is also required.
Requirements
- High school diploma or GED preferred.
- One (1) year related experience preferred.
- Must possess excellent communications skills and organizational skills.
- Proficient with computers and able to work with multiple software packages.
- This position requires a Level 4 Gaming License.
- Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents.
- Ability to respond to common inquiries from other employees or guests.
- Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to apply common sense reasoning to variety of situations.
Responsibilities
- Handles guest service inquiries received through various contact channels, including letters, phone, email, social media, web, surveys and chat.
- Responds to guest request for hotel, dining, promotional, entertainment and poker room reservations, answers guest questions and inquiries, in a calm, prompt, courteous manner.
- Makes outbound calls as directed to help stimulate response for targeted Marketing efforts.
- Makes guest hotel, dining, promotional and entertainment reservations in the property’s computer system.
- Seeks to achieve individual key performance indicator and department goals while maintaining maximum level of service.
- Promotes positive, productive motivation within the department.
- Maintains a working knowledge of casino facilities, amenities, and room types as well as current and upcoming casino and local special events.
- Maintains a working knowledge of property emergency procedures and report emergencies to Management as needed.
- Contacts in-house Security and Emergency Medical Technicians as needed.
- Performs data entry tasks, as needed.
- Ensures a maximum level of guest service and satisfaction is achieved and maintained.
- Creates an atmosphere of fun for all casino guests.
- Encourages mutual respect, dignity and integrity with all employees, by setting positive examples at all times.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
