CHG - Call Center - Agent

Circa Hospitality Group

Job Title : Room Reservations Agent

Department : Room Reservations

JOB SUMMARY :

Reports to the Reservations Manager and Assistant Manager. Provides excellent guest service over the phone and by email to Guests calling to make hotel room reservations. Will enter and confirm all types of reservations in the system, including but not limited to invite and non-invite events.

ESSENTIAL JOB FUNCTIONS :

• Responsible for practicing, supporting and promoting the Company Service Standards at all times
• Ensures satisfaction of Guests and consistently provides prompt and courteous service. Guest interactions are to be conducted in a professional manner, either in person or on the phone
• Consistently welcomes Guests, thanking them for their patronage and expressing the desire to have them return
• Knowledgeable on all Players Club levels / benefits to be able to extend complimentary worth and other discounted rate privileges to Casino VIP Guests based on their tracked casino play
• Interacts well with others and is a positive influence on employee morale
• Always maintains safe, clean and comfortable working environment
• Always presents a neat, clean and well-groomed appearance
• Shows special recognition for frequent Guests
• Maintains constant awareness of services, promotions and events offered by the Hotel as well as sister businesses and disseminates informationaccurately to Guests
• Informs Supervisor of Guest needs which may require special accommodation
• Maintains cooperation and open communication with fellow Team Members in every department and strive to always have mutual respect and feeling of camaraderie
• Accepts direction from Supervisor and demonstrates the ability to profit / change from constructive criticism
• Contributes to the success of the organization by completing duties / tasks with enthusiasm and helping fellow Team Members improve job skills and performance
• Reports for work on time and has the flexibility to work varied shifts, including overtime, holidays and weekend and / or changing hours or days off, when needed
• Follows lawful directions from Supervisors
• Understands and follows Company / Department's work rules and procedures
• Performs other job-related duties and works well under pressure

QUALIFICATIONS :

EDUCATION and / or EXPERIENCE :

PHYSICAL, MENTAL AND WORK ENVIRONMENT :

DISCLAIMER :

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).

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