Resorts Casino Hotel

CALL CENTER REPRESENTATIVE

ID
2021-2738
Job Locations
USA-NJ-Atlantic City
Category
PBX / Call Center
Position Type
Full Time

Responsibilities

  • Accepts and services incoming calls from casino, direct mail, restaurants, interacting departments, and transient and hotel sales guests with a positive attitude coupled with proper greeting and departing script.
  • Accepts and services requests and inquiries for hotel rooms, restaurants, amenities, transportation, theater and special events.
  • Ability to utilize cross selling techniques with promotions, unavailable dates and up-selling accommodations.
  • Interacts with casino customers via AS400 to distribute complimentaries based on their level of play, via the supervisor approval and comp philosophy established by the Company.
  • Entering of hotel transient and package guests, along with a detailed knowledge of the Hotel and available amenities to enhance sales conversation.
  • Data entry of the paperwork for the Host/Player Development staff, Tour & Travel, Conventions and Junket and Splinter Representatives.
  • Entering complimentaries for room service, restaurants, limos and direct mail accurately with the notification to management if complimentary guidelines are not abided by.
  • Communicate with Restaurant Management to ensure reservations were entered correctly, blocks are adjusted and opportunity is maximized for occupancy.
  • Full knowledge of hotel status, current entertainment and availability, the comp philosophy and all special events to ensure cross selling opportunities are recognized and talk time is reduced.
  • Full knowledge of the hotel cashiering system with the ability to comp off charges for a patron based on the established complimentary guidelines.
  • Abides by the professional, consistent verbiage established by management when communicating with customers.
  • Meets and strives to exceed job performance goals and standards as defined by management.
  • Assists co-workers and supervisors with job tasks.
  • Outbound telemarketing (including surveying) to the new, active and inactive customer based on call volume.
  • Delivers superior and consistent customer service as established by management.
  • Telephones call to be monitored actively or by recording.
  • Performs other duties as assigned.
  • Promotes positive public relations.

Qualifications

  • High school diploma or equivalent required.
  • Prior experience in a customer service position preferred.
  • Excellent customer service, communication and telephone skills.
  • Strong decision making, planning and organizational skills, coupled with a sense of urgency and the ability to multi-task.
  • Inbound and Outbound Telemarketing to include conversion rate goals of calls verses bookings.
  • Effective typing/computer keyboard skills.
  • Dependable and is flexible with work schedule.

Essential Functions

ESSENTIAL PHYSICAL FUNCTIONS

  • Standing
  • Walking
  • Sitting
  • Finger Dexterity
  • Full Use of Both Hands
  • Working at Rapid Work Speed
  • Working Around People
  • Hearing Conversation
  • Hearing High Acuity
  • Speaking Clearly
  • Seeing Near
  • Seeing Far
  • Seeing – Depth Perception
  • Seeing - Color Vision


ESSENTIAL MENTAL FUNCTIONS

  • Writing English
  • Reading English
  • Speaking English
  • Working under Pressure/Stress
  • Speaking With Guests/Customers
  • Speaking With Employees
  • Working with Basic Math Skills
  • Making Decisions Based On Facts
  • Making Decisions Based On Data
  • Making Decisions Based On Personal Judgment
  • Making Accurate Measurements According To Set Standards
  • Planning and/or Supervising the Activities Others

 

ESSENTIAL INTERACTIVE FUNCTIONS

  • Working under Close Supervision
  • Working under Minimal Supervision
  • Working and Interacting With Management in a Professional and Courteous Manner
  • Working and Interacting With Co-Workers in a Professional and Courteous Manner
  • Working and Interacting With Guests in a Professional and Courteous Manner

 

ESSENTIAL ENVIRONMENT FUNCTIONS

  • Working Inside
  • Working in a Fast Paced Environment
  • Exposed To Dust, Fumes, Gases
  • Exposed To Excessive Noise
  • Working in Sudden Marked Changes of Temperature and Humidity

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