Rep - Call Center

Hard Rock Sacramento at Fire Mountain•Wheatland, CA

3d•Onsite

About The Position

The Customer Service Agent is responsible for providing all guests with accurate and timely information, running daily reports, handling guest transactions, guest requests, guest reservations, and inquiries. They must ensure that the guest experience is quick and efficient. This role involves registering guests, managing reservations, processing check-ins and check-outs, handling payments, and coordinating with other hotel staff to ensure guest satisfaction. The agent is also expected to promote property outlets, assist guests with directions, resolve complaints, and maintain a positive and professional demeanor. A key aspect of the role is to understand and embody the Hard Rock brand's unique culture and values, while operating ethically and maintaining confidentiality.

Requirements

High School diploma or equivalent required
Must be at least eighteen (18) years of age
Ability to comprehend and use basic language, either written or spoken, to communicate information and ideas.
Ability to read, comprehend, and write simple instructions, short correspondence and memos.
Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.
Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (MICROS Opera, Sabre/SYNXIS, Delphi, SUN, etc.).
Ability to stand in place for the duration of the shift.
Ability to lift items up to 20 lbs.

Nice To Haves

Secondary school degree preferred
Previous work experience in service for at least 2 years is preferred
Must obtain and maintain valid licenses / certifications per Federal, State, and Gaming regulations.
Prior experience in the Gaming industry strongly preferred.
Prior experience in Tribal Gaming preferred.

Responsibilities

Register property guests with an emphasis on fulfilling requests, following special handling instructions, and adhering to established credit policies and procedures.
Select and block rooms for arriving guests.
Answer phone calls within the acceptable established timeframe.
Ensure all guest information is accurate and maintained in an organized manner.
Perform all guest interactions in accordance with both Forbes and HS Brand standards.
Utilize the property management system to make or modify reservations.
Utilize the shared information documents to maintain and provide accurate property information.
Check guests out of the property in accordance with procedures.
Make change and posts charges/adjust guest accounts.
Accept reservations, changes, and cancellations.
Work closely with the bell and valet staff to coordinate the efficient handling of luggage and vehicles and follow up on guest requests, inquiries, etc.
Work with Hotel Manager regarding hotel business to keep them informed.
Maintain positive and professional communication with all staff.
Participate in soundchecks to learn about global programs, new products, and procedures, and to discuss areas of opportunities, special events, and other activities.
Ensure a healthy and safe work environment for co-workers and guests.
Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests.
Promote property outlets to guests.
Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.
Resolve guest complaints using property procedures.
Create a positive environment in which all employees have the ability to maximize their potential.
Listen to comments, criticisms, and feedback from guests, employees, and managers to gain an understanding of strength and opportunity to improve personal/property performance.
Work as a team, helping all employees to complete the required activities that ensure we deliver Amplified Service.
Always smile and offer a warm greeting to all.
Know, understand, and practice (with energy and enthusiasm) the mission, values, mottos, culture and spirit that make Hard Rock unique.
Take initiative to offer assistance throughout the property.
Operate ethically to protect the Hard Rock brand.
Perform duties in accordance with company standards, policies, and guidelines, and applicable laws and regulations.
Perform additional duties as requested by department managers and supervisors.
Communicate with supervisors and managers to ensure that assigned duties are completed to standard.
Coordinate operations with other departments, as needed.
Present a professional image to employees, guests, clients, owners, and investors.
Review and develop guest history records to enhance personalized service for repeat guests.
Maintain confidentiality of guest, employee, and company information.
Responsible for cleaning and sanitizing work and public spaces.
Perform other duties as assigned.