Call Center Reservation Agent

Description:

UP TO $1,000 SIGN-ON BONUS

In this fast-paced, high energy environment where great guest service is essential, how do we ensure that our guests receive the information they need to fully enjoy their gaming experience? As a Reservation Agent in our call center, you will answer both internal and external phone calls responding to all guest inquires and team member questions. You will assist guests with making reservations for the hotel and casino restaurants. While carrying out the job duties listed below, you will contribute to our continued success by demonstrating unsurpassed guest service, a high level of integrity and ethical standards, and personal and professional dedication to our mission, vision, and values.

Principal Duties and Responsibilities (*Essential Functions)

*Handle both internal and external phone calls in the call center. Direct calls to appropriate individual or department. Answer team member inquiries, concerns, and questions in a prompt, and courteous manner.
*Respond accurately to all guest inquires including but not limited to, Bingo session information, customer point tracking, special events, and reservations.
*Assist guests with making reservations, cancellations, or changes to existing reservations for venues including but not limited to hotel rooms and restaurants using computer systems.
*Maintain a working knowledge of hotel and casino facilities, amenities, and room types.
*Work closely with all departments to obtain, review, and confirm daily calendar information, special events, promotions, and upcoming events relevant to all venues.
*Process and distribute all incoming and outgoing mail including but not limited to processing United Parcel Service (UPS) and Certified Mail pieces; and contact UPS for pick-ups.
*Transport interoffice mail between the casino and hotel as scheduled.
*Compile and send information packets to guests and non-guests as requested. Review and maintain database of current mailing addresses per undeliverable, returned mail.
Assist with special projects from other departments with the direction of the Call Center Supervisor.
Perform job duties in full compliance with departmental Internal Controls, policies, procedures, and regulations.
Perform other duties as assigned.

Requirements:

Job Qualifications

A high school diploma or equivalent and 6 months previous high volume customer service experience are required. Call Center experience is preferred.
Office skills must include the ability to use standard office equipment and knowledge of Microsoft Office. Prior experience with data entry and/or casino or hotel management systems preferred.
The ability to maintain discretion in handling confidential information.
The ability to interact with guests and team members in a professional manner.
The ability to work irregular hours and extended shifts including late nights, early mornings, weekends, and holidays.
While performing the duties of this job, the team member is required to talk, hear, stand, sit, walk, climb, balance, stoop, kneel, crouch, and move freely throughout the office and property for duration of scheduled shift. The team member is frequently required to use hands to handle or feel objects, tools, or controls, and reach with hands and arms. The team member must be able to operate a personal computer. The team member is required to lift, carry, push, pull, or move objects up to 10 pounds on a regular basis and up to 25 pounds occasionally. Team member must wear all required Personal Protective Equipment (PPE) while performing job duties. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Working Conditions

The noise level is usually moderate. When on the casino floor, the noise level increases. The work environment is smoke free, when on the casino floor it is not smoke free.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all qualifications, responsibilities, duties, and skills required.

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