Representative - Call Center Agent Full Time
Job Category: Hotel
Requisition Number: REPRE001594
Posted: October 1, 2024
Rate: $15 USD per hour
Locations
Bally's Dover
1131 N Dupont Hwy
Dover, DE 19901, USA
ESSENTIAL FUNCTIONS:
* 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 deals with job stress, angry callers, and upset customers. Understands 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 data entry.
* Needs to be able to type information into the computer while speaking to the customer on the phone.
* Promotes positive and productive motivation within the department.
* Responds 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 keeps a smile in voice.
* Handles 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.
* 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.
ADDITIONAL FUNCTIONS:
* Performs other duties as assigned.
REQUIREMENTS/EDUCATION:
* High school diploma, GED, or equivalent work experience required.
* 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 remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist (keyboard data entry) as well as prolonged viewing of data on a computer monitor.
* 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.
The above description denotes some of the specific characteristics which are necessary to perform the principal functions of the job and are not intended to be a description of all the work requirements that may be inherent in the position.
Bally’s Dover is an equal opportunity employer.
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