Guest Services Agent (Call Center)

Responsibilities/Purpose

The Guest Services Agents are responsible for answering all external and internal calls for the Caesars Entertainment Las Vegas hotels. Guest Services agents must be well-informed, courteous team members who provide our internal and external guests with excellent customer service and support. Guest Service Agents are expected to answer calls quickly and to meet all set service level and productivity standards. Standard phraseology is used to provide a professional and consistent experience for the guest. It is a Guest Service Agent responsibility to be courteous and willing to assist. Guest Service Agents often provide a first impression to the hotel guests and should make the experience a pleasant one.

Job Functions:

• Maintains high level of service skills so as to meet department standards on Quality Assurance Monitors, Customer Surveys/Feedback, and other standards as determined by management.
• Clearly communicates and demonstrates enthusiastic service.
• Meets department punctuality, adherence and attendance guidelines.
• Handles all incoming customer transactions promptly, efficiently, accurately and professionally.
• Meets department appearance guidelines.
• Safeguards customer confidentiality and privacy in accordance to company and department standards.
• Fielding calls and assisting customers with Front Desk, Housekeeping, Maintenance, Bells requests and related transaction needs (i.e., guest disputes/cashiering, service failure concerns, service requests/orders, general information, etc).
• Provides back office support for identified customer facing departments.
• Assists with special projects and/or additional duties as directed by a Supervisor.

Disclaimer:

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload or technical developments).
Qualifications:
Education:

• High School Diploma or equivalent required

Experience:

• 1-year Customer Service or Sales experience. Must have stable work history and be computer literate.
• 1-year LMS previous experience required.

Abilities:

• Must be able to type.
• Must be 18 years of age or older.
• Must have a pleasant speaking voice, enthusiasm, demonstrate strong service and verbal communication skills and present oneself in a professional manner.
• Must possess a friendly demeanor and enjoy interaction with customers, both internal and external.
• Must be able to read, write, speak and understand English.
• Able to sit for 2-3 hours at a time
• Able to wear a headset for 2-3 hours at a time.
• Able to acquire keyboard skills and type 25 words per minute
• Must be able to work in high and low stress areas.
• Must be able to maintain a flexible work scheduled based on business demands.
• Must be able to work in close quarters.
• Must be multi-task oriented.
• Excellent interpersonal, communications, team building and problem solving skills are required.
• Must be able to work with minimal supervision.
• Ability to perform full duties of dexterity and visual perception
• Maintain a clean and organized work environment.
• Must be proficient in all required systems and have a sound knowledge of all CEI and Partnership properties assigned to the LV Regional Contact Center.

Desired Skills:

• Knowledge of Windows based PC Applications
• Knowledge of Hotsos /Maximo/SharePoint preferred.
• Contact Center experience.

Job Type: Part-time

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off

Schedule:

• 4 hour shift
• 8 hour shift

Experience:

• Guest services: 1 year (Preferred)
• Front desk: 1 year (Preferred)

Work Location: One location