REPRESENTATIVE (ON-CALL) - CALL CENTER

Plaza Hotel & Casino LLC•Las Vegas, NV

6h•Onsite

About The Position

It is the primary responsibility of the Call Center Representative to provide excellent customer service and create a safe and friendly environment for employees and guests by answering all inbound calls with a pleasant, understandable tone and promoting goods and services. All duties are to be performed in accordance with departmental and property policies, practices, and procedures.

Requirements

Excellent interpersonal, customer service, and communication skills.
Ability to work inside and continuously maneuver around the PBX area for periods of up to four hours at a time.
Ability to respond calmly in complicated situations.
Must have good manual dexterity to be able to type, grab, grip, pull, hold, tear, sort, reach, and file appropriate paperwork.
Must be able to tolerate areas containing secondary smoke.
Bend, stoop, crouch, crawl, reach, kneel, twist, and grip items.
Sit, and walk for long periods of time.
Maneuver up and down stairs.
Respond to visual and aural clues.
Must be able to work in an environment with a high noise level.
Must be able to work at a fast pace and in stressful situations.
Must be able to communicate effectively in English, in both written and oral forms.
High school diploma and or GED
Ability to obtain and maintain a Gaming License and an Alcohol Awareness Card
At least six months of guest service experience
At least six months of experience handling multi-line phones
Previous experience with LMS and PC software programs (MS Word, Excel)
Professional appearance and demeanor
Ability to work varied shifts, including weekends and holidays
Ability to perform job functions with attention to detail, speed, and accuracy
Ability to prioritize and organize
Ability to be a clear thinker, remaining calm and resolving problems using good judgment
Ability to follow directions thoroughly
Ability to multitask in various situations
Ability to understand guest service needs
Ability to work cohesively with co-workers as part of a team
Ability to work with minimal supervision
Ability to maintain confidentiality of guest information and pertinent hotel data

Responsibilities

Answer phones and assist customers in making, altering, or canceling reservations.
Complete reservation forms, input cancellations, reservations, and modifications.
Search for missing reservations.
Verify availability of room type and rate.
Explain guarantee, special rate, and cancellation policies to callers.
Accommodate and document special requests.
Assist with input of rooming lists, as needed.
Process various reports.
Respond to emails with reservation information, confirmations, and additional details.
Advise customers regarding ongoing promotions or available upgrades that may enhance their experience.
Answer property questions; provide accurate information regarding rooms, restaurants, casino events, promotions, and directions.
Accurately record customer information and charge credit cards upon successful reservations.
Answer incoming calls and direct them to the proper extension/room.
Contact the hotel administrative team by the proper system or cell phone.
Refer guests to alternative dates when the hotel is sold out.
Operate Hotel computer systems to access information for guests.
Be able to execute emergency procedures of the Hotel.
Anticipate potential issues and problems and engage proactively to avoid them.
Resolve guest problems quickly, efficiently, and courteously.
Assist in keeping the Call Center/PBX department neat and all equipment in working order.
Inform Manager and/or Supervisor of any problems that may occur and ensure guest problems/complaints are resolved in a prompt, courteous, and efficient manner.
Perform courteous and friendly service to all staff and guests, and be able to speak in a pleasant, quiet, and understandable tone of voice.
Perform related work as requested.
Meet the demands of a fast-paced environment by using good judgment and the ability to multitask.
Input maintenance work orders for the engineering team via Alice.
Assist with setting wake-up calls for guests.
Promote Royal Rewards enrollment and benefits to guests.
Assist Casino Hosts in booking and/or changing casino reservations and evaluating casino players based on their casino play.