Customer Service Representative I

Description

Pay Rate: $18.00 an hour with $2.00 an hour additional shift differential on swing and grave shift

SUMMARY: To answer incoming calls, redirect callers, respond to property-related inquiries, and make hotel reservations. Responsible for a high level of guest service as described in your departments guest service standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer incoming calls providing detailed information for the property (including amenities, promotions, events, and Passport club information), provide directions to the property and address complaints

• Manage reservations for the property including hotel, restaurants, dinner cruises and promotional events being sure to accurately quote rates

• Input detailed information into the Property Management System and accurately and efficiently processes advance deposit credit card information

• Alert Security to potential problems and emergencies

• Determine guest room numbers, extensions, request service follow-up calls and provide reservation confirmation numbers

• Assist in promotional events as needed

KNOWLEDGE AND CERTIFICATION, SKILLS AND ABILITIES

Knowledge and Certification

Required:

• High School Diploma/GED or equivalent experience

Preferred:

• 1-year call center or reservation agent experience preferably in a hotel or casino environment

Skills

Required:

• Accurate and detail-oriented

• Highly organized and ability to adapt quickly to changing priorities

• Strong computer skills Microsoft Office (Word, Excel and Outlook) and Windows

• Excellent written, verbal and interpersonal communication skills

• Must be able to read and write English

• Proven to accurately type 35 wpm

Abilities

Required:

• Ability to follow established dress code policies and practice good personal hygiene

• Ability to interact with guests, coworkers and management in a professional and courteous manner

• Ability to maintain a fast paced work environment

• Ability to enthusiastically and professionally sell and / or up-sell property amenities

• Ability to speak in a clear, concise and pleasant voice

• Ability to answer a multi-line phone system in a professional and courteous manner

• Ability to operate phone and computer systems simultaneously

• Working knowledge of phone systems and computer applications

REQUIRED TRAINING

• Treasure Island guest service training

• Phone system

• Hotel reservation system

• Event tracking

• Promotional systems

• Any position-related training as determined by department manager

PHYSICAL DEMANDS

• Must be able to sit for long periods of time with occasional amounts of walking and standing

• Must have a good sense of balance, and be able to bend and kneel infrequently

• Must be able to reach and twist occasionally

• Must be able to push, pull and grasp objects occasionally

• Must have the ability to independently lift up to 5 pounds occasionally

• Must be able to perform repetitive hand and wrist motions

• Must have good eye hand coordination

WORKING ENVIRONMENT

• Work is performed primarily in administration building but may require going onto the gaming floor, which includes flashing lights, frequent loud noises and cigarette smoke

• Must be willing to work a flexible schedule including all shifts, weekends and holidays

• Extensive computer use

• Occasionally overtime may be required

• Occasionally must deal with angry or hostile individuals

Equal Opportunity Employer

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