Representative - Call Center Agent Part Time
Job Category: Hotel
Requisition Number: REPRE001254
Posted: October 1, 2024
Part-Time
Rate: $15 USD per hour
Locations
Dover, DE 19901, USA
Description
MAJOR FOCUS:
* To ensure all hotel room reservations for Bally Corp. are handled in a professional and courteous manner.
ESSENTIAL FUNCTIONS:
* Customizes guest experience by coordinating and reserving room accommodations, redeeming available offers specific to player profile.
* Ability to lead the call while actively listening to the voice of the customer.
* Quickly and accurately input information into various systems.
* Seeks and acts upon opportunities to up-sell accommodations.
* Maintains guest confidentiality when reviewing information.
* Registers guests in player tracking software for select invitational events.
* Effectively deals with job stress, angry callers, and upset customers, understanding 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.
* Types information into the computer while speaking to customers on the phone.
* Promotes positive and productive motivation within the department.
* Responds to all guest inquiries professionally, courteously, and promptly.
* Handles a high volume of repetitive customer interactions over the telephone in a fast-paced environment while maintaining a positive demeanor.
* Handles hotel room reservations and casino offers, as well as additional offers for special events as required.
* Handles guest room deposits via credit cards placed on reservations.
* Maintains knowledge and ability to multi-task across multiple systems, including 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.
* Excellent written and oral English communication skills and telephone etiquette required.
* Prior call center or customer service experience preferred.
* Excellent hospitality and guest relations skills required.
* Must be able to report to work on time as scheduled.
* Proactive and able to work well under pressure in a fast-paced environment.
* Calm and rational decision-making skills when handling guest conflicts.
* Outstanding coordination and organizational skills with the ability to multi-task.
* Ability to remain seated for an entire shift, handling transactions that require repetitive finger and wrist movements (keyboard data entry) and prolonged viewing of a computer monitor.
* Varied shift schedule availability, including weekends and holidays.
* Professional appearance and appropriate attire required.
* 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.
#J-18808-Ljbffr