REPRESENTATIVE (ON-CALL) - CALL CENTER

Call Center Representative

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 them to the proper extension/room.
• Contact the hotel administrative team by the proper system or cell phone.
• Refer guests to alternative dates when the 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 judgment and the ability to multitask.
• Input maintenance work orders for the 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, and communication skills.
• Ability to work inside and continuously maneuver around the PBX area for periods of up to four hours at a time.
• Ability to respond calmly in complicated 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 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 pace 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 a Gaming License and an Alcohol Awareness Card
• At least six months of guest service experience
• At least six months of 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
• multitasking 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

CERTIFICATES, LICENSES, REGISTRATIONS:

• Gaming Registration
• Alcohol Awareness Card

WORK SCHEDULE/HOURS:

• Varies

PHYSICAL REQUIREMENTS:

• Must have the physical ability to access all areas of the facility; move, lift, carry, push, pull, and place objects; withstand prolonged standing, stretching, bending, kneeling, lifting, and carrying items weighing at least 50 lbs. without restriction.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Physical stamina and proper mental attitude to work under pressure; work indoors and outdoors, as well as being exposed to hot/cold surfaces, steam, and wet floors.
• Most work tasks are performed indoors; however, there are events where outdoor activities are required. Indoor temperatures are moderate and controlled by internal environmental systems.
• Must be able to work in a fast-paced, busy, and noisy environment.

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.