REP - CALL CENTER

Hard Rock International • Sacramento, CA

400d

About The Position

The Customer Service Agent is responsible for providing accurate and timely information to guests, managing daily reports, handling transactions, requests, reservations, and inquiries to ensure a quick and efficient experience for all guests.

Requirements

• High School diploma or equivalent required; Secondary school degree preferred.
• Previous work experience in service for at least 2 years 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.
• Must be at least eighteen (18) years of age.
• Ability to comprehend and use basic language to communicate information and ideas.
• Ability to read, comprehend, and write simple instructions and correspondence.
• Ability to perform numerical operations using basic counting and arithmetic.
• Strong command of software applications, especially Microsoft Office and hotel-specific platforms.
• Ability to stand in place for the duration of the shift.
• Ability to lift items up to 20 lbs.

Responsibilities

• Register property guests with an emphasis on fulfilling requests and adhering to established credit policies.
• 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 Forbes and HS Brand standards.
• Utilize the property management system to make or modify reservations.
• Utilize shared information documents to maintain and provide accurate property information.
• Check guests out of the property in accordance with procedures.
• Make changes and post charges/adjust guest accounts.
• Accept reservations, changes, and cancellations.
• Work closely with bell and valet staff to coordinate the efficient handling of luggage and vehicles.
• Maintain positive and professional communication with all staff.
• Participate in soundchecks to learn about global programs and discuss areas of opportunities.
• Ensure a healthy and safe work environment for co-workers and guests.
• Be knowledgeable of property facilities, services, and amenities to assist guests.
• Promote property outlets to guests.
• Assist guests in finding locations within the property by escorting or giving clear directions.
• Resolve guest complaints using property procedures.
• Create a positive environment for employees to maximize their potential.
• Listen to feedback from guests and staff to improve performance.
• Work as a team to deliver Amplified Service.
• Always smile and offer a warm greeting to all.
• Know and practice the mission, values, and culture of Hard Rock.
• Take initiative to offer assistance throughout the property.
• Operate ethically to protect the Hard Rock brand.
• Perform duties in accordance with company standards and applicable laws.
• Communicate with supervisors to ensure duties are completed to standard.
• Coordinate operations with other departments as needed.
• Present a professional image to employees, guests, and clients.
• Review and develop guest history records for personalized service.
• Maintain confidentiality of guest, employee, and company information.
• Responsible for cleaning and sanitizing work and public spaces.

What This Job Offers

• Job Type: Full-time
• Industry: Food Services and Drinking Places
• Education Level: High school or GED