CALL CENTER REPRESENTATIVE (ON CALL)

Description

POSITION SUMMARY: It is the primary responsibility of the Call Center Representative to provide excellent customer service and create a safe and friendly environment for employees and guests by answering all inbound calls with a pleasant understandable tone and promoting goods and services. All duties are to be performed in accordance with departmental and property policies, practices, and procedures.

Top 5 Specific Job Functions:  

• Answer phones and assist customers in making, altering, or canceling reservations.
• Complete reservation forms, input cancellations, reservations and modifications.
• Search for missing reservations.
• Verify availability of room type and rate.
• Explain guarantee, special rate, and cancellation policies to callers.

Other Specific Job Functions: 

• Accommodate and document special requests.
• Assist with input of rooming lists, as needed.
• Process various reports.
• Respond to emails with reservation information, confirmations, and additional details.
• Advise customers regarding ongoing promotions or available upgrades that may enhance their experience.
• Answer property questions; provide accurate information regarding rooms, restaurants, casino events, promotions and directions.
• Accurately record customer information and charge credit cards upon successful reservations.
• Answer incoming calls and direct to proper extension/room.
• Contact Hotel administrative team by proper system or cell phone.
• Refer guests to alternative dates when Hotel is sold out.
• Operate Hotel computer systems to access information for guests.
• Be able to execute emergency procedures of the Hotel.
• Anticipate potential issues and problems and engage proactively to avoid them
• Resolve guest problems quickly, efficiently and courteously
• Assist in keeping the Call Center/PBX department neat and all equipment in working order.
• Inform Manager and/or Supervisor of any problems that may occur and ensure guest problems/complaints are resolved in a prompt, courteous and efficient manner.
• Must perform courteous and friendly service to all staff and guests and be able to speak in a pleasant, quiet and understandable tone of voice.
• Perform related work as requested.
• Meet the demands of a fast-paced environment by using good judgement and the ability to multitask.
• Input maintenance work orders for engineering team via Alice.
• Assist with setting wake up calls for guests.
• Promote Royal Rewards enrollment and benefits to guests.
• Assist Casino Hosts in booking and/or changing casino reservations and evaluating casino players based on their casino play.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all the details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

Requirements

MINIMUM QUALIFICATIONS:

• Excellent interpersonal, customer service, communication skills.
• Ability to work inside and continuously maneuver around PBX area for periods of up to four hours at a time.
• Ability to respond calmly in busy situations.
• Must have good manual dexterity to be able to type, grab, grip, pull, hold, tear, sort, reach, and file appropriate paperwork.
• Must be able to tolerate areas containing secondary smoke. Bend, stoop, crouch, crawl, reach, kneel, twist and grip items. Sit, and and walk for long periods of time. Maneuver up and down stairs.
• Respond to visual and aural clues.
• Must be able to work in an environment with a high noise level.
• Must be able to work at a fast-paced and in stressful situations.

Required:

• Must be able to communicate effectively in English, in both written and oral forms.
• High school diploma and or GED
• Ability to obtain and maintain Gaming License and Alcohol Awareness Card
• At least six months guest service experience
• At least six months experience handling multi-line phones
• Previous experience with LMS and PC software programs (MS Word, Excel)
• Professional appearance and demeanor
• Ability to work varied shifts, including weekends and holidays
• Ability to: 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

Plaza is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Plaza will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.