Customer Service Representative I

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