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Call Center Reservation Agent
MGM Resorts International Operations
21 and over
This position provides upbeat, personalized service from first guest contact until reservation(s) completion for all shows, restaurants, and rooms located within MGM Resorts International properties utilizing a “One Call Resolution” mentality. The overarching goal of this position is to encourage and foster repeat business by demonstrating outstanding guest service that reflects our five-star, five-diamond service culture in every customer interaction. This position requires exceptional enthusiasm while demonstrating a complete working knowledge of all property offerings. This position engages the customer to capture maximum cross-sell and up-sell opportunities are realized between properties, and including restaurant and show offerings. This position captures all relevant information for opportunities to promote the benefits of Mlife (non-gaming) program, specifically the Sapphire and Pearl levels.
Handles guests in the most courteous and efficient manner while responding to guest inquiries or concerns regarding the guest experience.
Anticipates guest needs and/or engages guest to capture all possible up-sell and cross-sell opportunities, and recommends appropriate solutions to the particular guest interaction to maximize these increased revenue opportunities.
Provides guest experience that meets or exceeds applicable industry rating standards (Forbes, AAA, Zagat, etc.), in addition to meeting established Contact Center standards for service excellence (i.e. Quality, Not Ready, conversion, etc.).
Inputs guest information into unified desktop (GUI) computer system, ensuring maximum data integrity and accuracy.
Secures and processes advance deposits when making guest reservations.
Gives accurate directions to the resort and local attractions. Answers guest questions about local restaurants and attractions.
Makes necessary courtesy calls and follow up calls to all guests’ issues. Coordinate with all other departments to ensure a smooth response to guest’s requests.
Performs other job related duties as assigned.
At least 1 year of guest service experience; preferably in gaming, retail, hospitality and/or travel industry.
Perform job functions with attention to detail, speed, and accuracy.
Prioritize and organize.
Be a clear thinker, remaining calm and resolving problems using good judgment.
Follow directions thoroughly.
Multi task in various situations.
Understand guest service needs.
Work cohesively with co-workers as part of a team.
Work with minimal supervision.
Maintain confidentiality of guest information and pertinent hotel data.
Excellent customer service skills.
Interpersonal skills to deal effectively with all business contacts.
Professional appearance and demeanor.
Work varied shifts, including weekends and holidays.
Working knowledge of Microsoft Office (Word, Excel, Outlook and Powerpoint).
Able to type at least 35 wpm.
Must have or be able to obtain valid Gaming Registration.
High School diploma or equivalent.
Ability to effectively communicate in English, in both oral and written forms.
Opera and patron management system experience.
Previous experience handling high-volume calls and multi-line phones.
Previous Casino VIP Services, Front Desk, Call Center or Concierge experience.
Ability to speak multiple languages.
Previous experience working in a similar resort setting.
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