Representative - Call Center Agent Full Time
Job Category:
Hotel Requisition Number:
REPRE001594 Posted:
October 1, 2024 Rate:
$15 USD per hour Locations
Bally's Dover 1131 N Dupont Hwy Dover, DE 19901, USA ESSENTIAL FUNCTIONS: Customizes guest experience by coordinating and reserving room accommodations, redeeming available offers specific to player profile. Ability to lead the call without impacting actually listening to the voice of the customer. Ability to quickly and accurately input information into various systems. Seeks and acts upon opportunities to up-sell accommodations. Maintains guest confidentiality at all times when reviewing information. Registers guests in player tracking software for select invitational events. Effectively deals with job stress, angry callers, and upset customers. Understands the impact of voice tone when speaking with guests. Follows department standards and sequence of service. Participates in shop reports and makes adjustments based on feedback from supervisor or manager. Must have a clear speaking voice, be comfortable with phone work and data entry. Needs to be able to type information into the computer while speaking to the customer on the phone. Promotes positive and productive motivation within the department. Responds to all guest inquiries professionally, courteously, and promptly. Must be prepared and able to handle with composure and tact a high volume of repetitive customer interactions over the telephone in a fast-paced environment. Always keeps a smile in voice. Handles hotel room reservations and casino offers. Handles additional offers for special events as required. Handles guest room deposits via credit cards that are placed on reservations. Maintains knowledge and ability to multi-task multiple systems to include but not limited to hotel property management systems, central reservations systems, revenue management systems, and call center systems. Assists with overflow calls from other properties as required. Maintains an effective and professional manner with all customers. Performs filing assignments as directed. Works safely, following all established safety rules and regulations. Communicates effectively with co-workers, supervisors, and guests. Follows all relevant policies and procedures. ADDITIONAL FUNCTIONS: Performs other duties as assigned. REQUIREMENTS/EDUCATION: High school diploma, GED, or equivalent work experience required. Must have excellent written and oral English communication skills and telephone etiquette skills. Prior call center or customer service experience preferred. Must possess excellent hospitality and guest relations skills. Must be able to report to work on time as scheduled. Must be proactive and work well under pressure in a fast-paced environment. Must be able to respond calmly and make rational decisions when handling guest conflicts. Must have outstanding coordination and organizational skills with the ability to multi-task. Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist (keyboard data entry) as well as prolonged viewing of data on a computer monitor. Must be able to work a varied shift schedule, including weekends and holidays. Must present an overall professional appearance and report to work in appropriate attire. Must have the ability to work well with fellow employees – must be a team player. The above description denotes some of the specific characteristics which are necessary to perform the principal functions of the job and are not intended to be a description of all the work requirements that may be inherent in the position. Bally’s Dover is an equal opportunity employer.
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Job Category:
Hotel Requisition Number:
REPRE001594 Posted:
October 1, 2024 Rate:
$15 USD per hour Locations
Bally's Dover 1131 N Dupont Hwy Dover, DE 19901, USA ESSENTIAL FUNCTIONS: Customizes guest experience by coordinating and reserving room accommodations, redeeming available offers specific to player profile. Ability to lead the call without impacting actually listening to the voice of the customer. Ability to quickly and accurately input information into various systems. Seeks and acts upon opportunities to up-sell accommodations. Maintains guest confidentiality at all times when reviewing information. Registers guests in player tracking software for select invitational events. Effectively deals with job stress, angry callers, and upset customers. Understands the impact of voice tone when speaking with guests. Follows department standards and sequence of service. Participates in shop reports and makes adjustments based on feedback from supervisor or manager. Must have a clear speaking voice, be comfortable with phone work and data entry. Needs to be able to type information into the computer while speaking to the customer on the phone. Promotes positive and productive motivation within the department. Responds to all guest inquiries professionally, courteously, and promptly. Must be prepared and able to handle with composure and tact a high volume of repetitive customer interactions over the telephone in a fast-paced environment. Always keeps a smile in voice. Handles hotel room reservations and casino offers. Handles additional offers for special events as required. Handles guest room deposits via credit cards that are placed on reservations. Maintains knowledge and ability to multi-task multiple systems to include but not limited to hotel property management systems, central reservations systems, revenue management systems, and call center systems. Assists with overflow calls from other properties as required. Maintains an effective and professional manner with all customers. Performs filing assignments as directed. Works safely, following all established safety rules and regulations. Communicates effectively with co-workers, supervisors, and guests. Follows all relevant policies and procedures. ADDITIONAL FUNCTIONS: Performs other duties as assigned. REQUIREMENTS/EDUCATION: High school diploma, GED, or equivalent work experience required. Must have excellent written and oral English communication skills and telephone etiquette skills. Prior call center or customer service experience preferred. Must possess excellent hospitality and guest relations skills. Must be able to report to work on time as scheduled. Must be proactive and work well under pressure in a fast-paced environment. Must be able to respond calmly and make rational decisions when handling guest conflicts. Must have outstanding coordination and organizational skills with the ability to multi-task. Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist (keyboard data entry) as well as prolonged viewing of data on a computer monitor. Must be able to work a varied shift schedule, including weekends and holidays. Must present an overall professional appearance and report to work in appropriate attire. Must have the ability to work well with fellow employees – must be a team player. The above description denotes some of the specific characteristics which are necessary to perform the principal functions of the job and are not intended to be a description of all the work requirements that may be inherent in the position. Bally’s Dover is an equal opportunity employer.
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