Representative - Call Center
About The Position
Enhances the guest experience by providing exceptional service. Ensures calls are answered promptly and in accordance with department standards. Answers incoming phone calls, and/or transfers to appropriate department or guest room. Responds to inquiries regarding property – i.e. directions to property, players club, entertainment, hours of operation of venues, etc. Relays “guest requests” to appropriate staff. Enters text messages for guests into the property’s management system as requested; relay guest messages. Follows established emergency procedures and acts as a communications link in emergency situations. Processes and/or makes reservations, uses guest name, checks availability, quotes rates, explains property amenities, closes sale, explains Track/Picks/Mix, describes Hard Rock Rewards, and enters reservation for transient, casino and group guest into the property management system. Answers fax and email inquiries. Confirms and modifies reservations. Ensures that proper sales techniques and strategies are utilized to maximize occupancy, rates and revenue. Assists guests in fulfilling their requests – room changes, extra amenities, etc. Posts charges to guest folios when needed. Assists guests in resolving complaints. Email/fax guest credit card/gift card authorization forms and guest folios. Confirm guest reservations weekly. Pre-charge guest for package reservations. Processes and submit end-of-shift reports. Contacts Housekeeping, Guest Services and Facilities department when guests report room issues. Reviews folios with guest ensuring accuracy; perform checkout. Adheres to department and property policies and procedures. Offers luggage assistance and have guest car pulled around with ticket number. Make dinner reservations. Reserve complimentary concert tickets, gift offers, and casino trips as needed. Reviews previous reservations and arrivals to check for accuracy.
Requirements
- Must project a professional and positive image.
- High energy level.
- Excellent non-verbal communication skills – good posture, able to establish eye contact, and positive body language.
- Ability to handle and carry out instructions.
- Must be able to maintain composure under stress in a fast pace work environment.
- Must be able to sit for long periods of time.
- Ability to work a flexible schedule.
- Excellent interpersonal and communication skills.
- Must be able to communicate clearly and effectively with all Hard Rockers and guests.
Responsibilities
- Enhances the guest experience by providing exceptional service.
- Ensures calls are answered promptly and in accordance to department standards.
- Answer incoming phone calls, and/or transfer to appropriate department or guest room.
- Responds to inquiries regarding property – i.e. directions to property, players club, entertainment, hours of operation of venues, etc.
- Relays “guest requests” to appropriate staff.
- Enters text messages for guests into the property’s management system as requested; relay guest messages.
- Follows established emergency procedures and acts as a communications link in emergency situations.
- Processes and/or make reservations, uses guest name, checks availability, quotes rates, explains property amenities, closes sale, explains Track/Picks/Mix, describes Hard Rock Rewards, and enters reservation for transient, casino and group guest into the property management system.
- Answers fax and email inquiries.
- Confirms and modify reservations.
- Ensures that proper sales techniques and strategies are utilized to maximize occupancy, rates and revenue.
- Assists guests in fulfilling their requests – room changes, extra amenities, etc.
- Posts charges to guest folios when needed.
- Assists guests in resolving complaints.
- Email/fax guest credit card/gift card authorization forms and guest folios.
- Confirm guest reservations weekly.
- Pre-charge guest for package reservations.
- Processes and submit end-of-shift reports.
- Contacts Housekeeping, Guest Services and Facilities department when guests report room issues.
- Reviews folios with guest ensuring accuracy; perform checkout.
- Adheres to department and property policies and procedures.
- Offers luggage assistance and have guest car pulled around with ticket number.
- Make dinner reservations.
- Reserve complimentary concert tickets, gift offers, and casino trips as needed.
- Reviews previous reservations and arrivals to check for accuracy.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
