Resort Call Center Host (Not Remote)

Foxwoods Resort Casino•Mashantucket, CT

2d•Onsite

About The Position

Under the supervision of the Resort Call Center Shift Manager, the incumbent is responsible for providing professional, outstanding quality of guest service and polished, unparalleled service to all VIP and Casino guests and their affiliates. Responsible for replying to e-mails, providing accurate information to guest through guest interaction on Foxwoods website. Assists in the training of new staff members.

Requirements

High school diploma or GED
One (1) year of VIP representative experience and/or one (1) year Call Center experience and/or one (1) year Concierge experience
Must possess Sales experience.
Must possess the ability to multitask proficiently while promoting the Quality Assurance culture and maintain an 85% Quality Assurance Performance level.
Must possess the ability to build relationships with guest which will result in repeated sales/business.
Must have the ability to handle high call volume.
Required to become proficient with department-specific computer systems.
Must possess well developed guest service technique, negotiating skills necessary for resolution of guest inquiries, a clear, pleasant speaking voice and good hearing to ensure effective telephone communication.

Nice To Haves

Computer and phone experience preferred.

Responsibilities

Providing professional, outstanding quality of guest service and polished, unparalleled service to all VIP and Casino guests and their affiliates.
Replying to e-mails.
Providing accurate information to guests through guest interaction on the Foxwoods website.
Assisting in the training of new staff members.
Multitasking proficiently while promoting the Quality Assurance culture.
Maintaining an 85% Quality Assurance Performance level.
Building relationships with guests which will result in repeated sales/business.
Handling high call volume.
Becoming proficient with department-specific computer systems.
Resolving guest inquiries.