Contact Center Representative

Function (Scope and Main Purpose of Job)

The overall goal of the Contact Center Agent is to ensure all communication, including calls and emails are handled in a professional and courteous manner while providing quality services to both guests and team members.

Core Service Standards

CLEAN: Must make the property shine and look impeccable while maintaining a neat CLEAN and crisp personal appearance

SAFE: Must make guests feel SAFE and comfortable through creating a worry free, carefree experience.

FAST: Provide FAST and efficient service with accuracy. Meet service time requirements and anticipate guest needs.

FRIENDLY: Greet each guest with FRIENDLY welcomes, making eye contact and smiling. Use H.E.A.R.T. steps to ease guest concerns. Say thank you to departing guests.

FUN: Work passionately as a team to create a FUN experience both for everyone who works and plays here.

Specific Responsibilities and Duties

• Provides stellar service to all team members and guests.
• Neutralizes guest opportunities by providing exemplary service.
• Handles incoming calls as needed or directed.
• Handles all calls originating from external sources into the primary casino & hotel phone lines.
• Handles all call from internal guest lines and assist guests with appropriate needs.
• Sells and promotes the hotel amenities and services according brand standards.
• Seeks and acts upon opportunities to upsell services and accommodations.
• Make calls to in-house guests and outbound numbers as needed or directed.
• Accurately routes calls as necessary.
• Assists with overflown calls from other in-house extensions as directed.
• Assists with email management by responding to emails within scope of responsibility and routing correspondence to the appropriate departments.
• Maintain guest confidentiality at all times when reviewing information.
• Promotes positive and productive motivation within department.
• Handle guest communication, both on property and future guests, via texting and online chat services.
• Register Guests for select invite only and complimentary events.
• Communicate open work orders affecting in-house guests to the appropriate departments.
• Maintains knowledge of current service offerings, promotions, in-room offerings, current product inventory levels, in-house activities or events and travel conditions.
• Communicates and responds to security codes as expected.
• Maintains full knowledge, understanding, and adherence to company and department rules, policies and procedures, and sequences of service.
• Maintain knowledge and skill levels on property specific systems including but not limited to: HMS, Oasis 360, MGT KMAN, Hotsos, Zingle, Intract and Opentable
• Other related duties as assigned.

Job Requirements (skills, knowledge, and abilities) 

• Impeccable service and conflict resolution skills.
• Effective salesmanship skills.
• Strong computer literacy skills.
• Strong communication and organizational skills.
• Effective prioritization skills.
• Reliable ownership and follow through skills.
• Ability to provide a luxury experience while engaging in every conversation with Team Members and guests.
• Ability to communicate effectively in one-on-one, small group, and large group situations.
• Ability to read, write and communicate verbally in English.
• Ability to apply common sense reasoning to service related scenarios.

Educational Requirements

• Education:  A high school diploma or GED equivalent
• Experience: One (1) year experience in telephone operations or switchboard operations or Hotel operations.
• Must be able to comply with all state gaming regulations, which may include obtaining a license.

Physical Requirements

• Ability to use hands and fingers to handle and feel.
• Ability to frequently talk, hear, walk and sit.
• Ability to occasionally use hands and arms to reach, legs and feet to balance, stoop, kneel or crouch.
• Ability to stay in a seated positon for up to an 8 hour shift.
• Ability to regularly lift and/or move up to 5 pounds and infrequently lift and/or move up to 10 pounds.
• Ability to regularly utilize sufficient vision or other powers of observation to review documents and computer screens and organize documents and materials. 

Working Conditions

• 24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 3000 employees
• Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
• You will work in an environment where smoking is allowed.