Resort Ambassador- Full Time, PBX/Telephone (Harrah's SoCal)

Caesars Entertainment•Valley Center, CA

11d•$19

About The Position

Provides friendly service to all customers who contact the PBX department. Directs all telephone calls to the proper department for handling. Works with the Security department in emergency situations. Provides hospitality in a friendly and “Funner” manner in accordance with Family-Style Service. About the role: Answers telephone in accordance with company scripting and routes calls to appropriate departments and/or parties In addition to answering phones, must be able to communicate with guests through IVY – Internal texting system. Must be able to submit service order tickets accurately and efficiently through Amadeus HotSOS. Provides excellent service to both internal and external guests. Meets the attendance guidelines of the job and adheres to departmental and company policies. Serves as a Family-Style Service role model for other employees. Resolves guest issues according to the Family-Style Service house rules, using de-escalation tools. Constantly seeks ways to improve friendly, helpful service and reduce customer wait time to positively impact department’ guest service levels. Ensures that all guest contact is courteous, informative, and thorough. Empowered to ensure guests’ problems/complaints are resolved in a prompt, courteous and efficient manner using Service Recovery Tools Maintains knowledge of Property and Hotel, Community and Special Events to provide guests with superior service. Demonstrates a positive and enthusiastic demeanor to guests, both internal and external always.

Requirements

High school diploma required.
Must be able to type at least 20 w.p.m.
Must have demonstrated ability to communicate in all aspects of the English language.
Must possess excellent customer service skills and speak in a pleasant, quiet, and understandable tone of voice.
Must have six months experience working with a computer.
Must be able to work a flexible schedule including nights, weekends, and holidays as necessary.
Must be able to get along well with co-workers and work as a team.
Must present a well-groomed appearance.
Must be able to sit for at least a minimum of four hours at a time.
Must be able to work independently.
Must be able to lift items up to 10 pounds.
Must be able to respond to visual and aural cues.
Must be able to concentrate for long periods and be able to remember specific details.
Must be able to respond calmly in crisis and stressful situations.
Able to work independently.
Must be able to respond calmly when handling guest conflicts.
Must be able to operate a computer, photocopy machine, fax machine, 10 key adding machine.
Must be able to communicate well in all aspects of the English language.

Nice To Haves

Six months previous experience as a PBX Clerk/ Call Center environment preferred.
Bilingual experience would be a plus.
Microsoft Word, Excel, Outlook experience preferred.

Responsibilities

Answers telephone and routes calls to appropriate departments
Communicates with guests through IVY – Internal texting system
Submits service order tickets accurately and efficiently through Amadeus HotSOS
Provides excellent service to both internal and external guests
Meets the attendance guidelines of the job and adheres to departmental and company policies
Serves as a Family-Style Service role model for other employees
Resolves guest issues according to the Family-Style Service house rules, using de-escalation tools
Seeks ways to improve friendly, helpful service and reduce customer wait time
Ensures that all guest contact is courteous, informative, and thorough
Ensures guests’ problems/complaints are resolved in a prompt, courteous and efficient manner using Service Recovery Tools
Maintains knowledge of Property and Hotel, Community and Special Events to provide guests with superior service
Demonstrates a positive and enthusiastic demeanor to guests, both internal and external always