Rep - Call Center Full Time

Responsibilities:

• Enhances the guest experience by providing exceptional service.


• Ensures calls are answered promptly and in accordance to department standards.


• Answer incoming phone calls, and/or transfer to appropriate department or guest room


• Responds to inquiries regarding property – i.e. directions to property, players club, entertainment, hours of operation of venues, etc.


• Relays “guest requests” to appropriate staff.


• Enters text messages for guests into the property’s management system as requested; relay guest messages.


• Follows established emergency procedures and acts as a communications link in emergency situations.


• Processes and/or make reservations, uses guest name, checks availability, quotes rates, explains property amenities, closes sale, explains Track/Picks/Mix, describes


• Hard Rock Rewards, and enters reservation for transient, casino and group guest into the property management system.


• Answers fax and email inquiries.


• Confirms and modify reservations.


• Ensures that proper sales techniques and strategies are utilized to maximize occupancy, rates and revenue.


• Assists guests in fulfilling their requests – room changes, extra amenities, etc.


• Posts charges to guest folios when needed.


• Assists guests in resolving complaints.


• Email/fax guest credit card/gift card authorization forms and guest folios.


• Confirm guest reservations weekly.


• Pre-charge guest for package reservations.


• Processes and submit end-of-shift reports.


• Contacts Housekeeping, Guest Services and Facilities department when guests report room issues.


• Reviews folios with guest ensuring accuracy; perform checkout.


• Adheres to department and property policies and procedures.


• Offers luggage assistance and have guest car pulled around with ticket number.


• Make dinner reservations


• Reserve complimentary concert tickets, gift offers, and casino trips as needed.


• Reviews previous reservations and arrivals to check for accuracy.

Competencies:  

• Must project a professional and positive image.


• High energy level.


• Excellent non-verbal communication skills – good posture, able to establish eye contact, and positive body language.


• Must project a professional and positive image.


• Ability to handle and carry out instructions.


• Must be able to maintain composure under stress in a fast pace work environment.


• Must be able to sit for long periods of time.


• Ability to work a flexible schedule.


• Excellent interpersonal and communication skills.


• Must be able to communicate clearly and effectively with all Hard Rockers and guests.


• Ability to understand and promulgate written memos, instructions, regulations.


• Basic reading and math skills.


• Ability to deal with people in a manner that shows sensitivity, tact, and professionalism.


• Proficiency in typing.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.