Responsibilities:
- Customizes guest experience by coordinating and reserving room accommodations, redeeming available offers specific to player profile.
- Ability to lead the call without impacting actually listening to the voice of the customer.
- Ability to quickly and accurately input information into various systems.
- Seeks and acts upon opportunities to up-sell accommodations.
- Maintains guest confidentiality at all times when reviewing information.
- Registers guests in player tracking software for select invitational events.
- Effectively deal with job stress, angry callers and upset customers. Understand the impact of voice tone when speaking with guests.
- Follows department standards and sequence of service. Participates in shop reports, and makes adjustments based on feedback from supervisor or manager.
- Must have a clear speaking voice, be comfortable with phone work and date entry.
- Needs to be able to type information into computer while speaking to customer on the phone.
- Promotes positive and productive motivation within the department.
- Respond to all guest inquiries professionally, courteously and promptly.
- Must be prepared and able to handle with composure and tact a high volume of repetitive customer interactions over the telephone in a fast paced environment. Always keep a smile in voice.
- Will handle hotel room reservations and casino offers. Handles additional offers for special events as required.
- Handles guest room deposits via credit cards that are placed on reservations.
- Maintains knowledge and ability to multi-task multiple systems to include but not limited to hotel property management systems, central reservations systems, revenue management systems, and call center systems.
- Utilizes Microsoft Office suite programs. i.e. Microsoft Office products, Excel, Word, Outlook etc.
- Assists with overflow calls from other properties as required.
- Maintains an effective and professional manner with all customers.
- Performs filing assignments as directed.
- Works safely, following all established safety rules and regulations.
- Communicates effectively with co-workers, supervisors and guests.
- Follows all relevant policies and procedures.
- Performs other duties as assigned.
Qualifications:
- High school diploma, GED or equivalent work experience required.
- Strong computer literacy skills.
- Must have excellent written and oral English communication skills, and telephone etiquette skills.
- Prior call center or customer service experience preferred.
- Must possess excellent hospitality and guest relations skills.
- Must be able to report to work on time as scheduled.
- Must be proactive and work well under pressure in a fast paced environment.
- Must be able to respond calmly and make rational decisions when handling guest conflicts.
- Must have outstanding coordination and organizational skills with the ability to multi-task.
- Must be able to work a varied shift schedule, including weekends and holidays.
- Must present an overall professional appearance and report to work in appropriate attire
- Must have the ability to work well with fellow employees – must be a team player.
Work Environment:
- Must be available to work weekends, holidays, and nights as scheduled
- Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist (keyboard date entry) as well as prolonged viewing of data on a computer monitor.
- Must be prepared and able to handle with composure and tact a high volume of repetitive customer interactions over the telephone in a fast paced environment. Always keep a smile in voice.
Additional Benefits:
- Enjoy 30 consecutive days of free rides for new hires with DART and earn reimbursements via Delaware Commute Solutions
Starting Compensation:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Required
-
High school diploma, GED or equivalent work experience required.
-
Strong computer literacy skills.
-
Customizes guest experience by coordinating and reserving room accommodations, redeeming available offers specific to player profile.
-
Maintains guest confidentiality at all times when reviewing information.
-
Ability to quickly and accurately input information into various systems.
-
Clear speaking voice, be comfortable with phone work and date entry.
-
Must be prepared and able to handle with composure and tact a high volume of repetitive customer interactions over the telephone in a fast paced environment.
-
Maintains knowledge and ability to multi-task multiple systems to include but not limited to hotel property management systems, central reservations systems, revenue management systems, and call center systems.
-
Assists with overflow calls from other properties as required.
-
Utilizes Microsoft Office suite programs. i.e. Microsoft Office products, Excel, Word, Outlook etc.
-
Must have excellent written and oral English communication skills, and telephone etiquette skills.
-
Must possess excellent hospitality and guest relations skills.
-
Must be proactive and work well under pressure in a fast paced environment.
-
Must be able to respond calmly and make rational decisions when handling guest conflicts.
-
Must have outstanding coordination and organizational skills with the ability to multi-task.
Required
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
