CALL CENTER REPRESENTATIVE

RESORTS CASINO HOTEL; Canada; Hybrid; CAD 36,000 - 52,000; Full time

Job summary

RESORTS CASINO HOTEL is seeking a customer-focused service agent to handle inbound and outbound calls with a professional demeanor. You will assist guests with room bookings, dining, entertainment, transportation, and events while applying cross-selling strategies to maximize occupancy and revenue.

The role requires strong communication, typing accuracy, and the ability to manage multiple tasks in a fast-paced casino hotel environment.

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, with sense of urgency and ability to multi-task.
• Inbound and Outbound Telemarketing with conversion goals.
• Effective typing/computer keyboard skills.
• Dependable and flexible with work schedule.

Responsibilities

• Accepts and services incoming calls from casino, direct mail, restaurants, and hotel guests with a positive attitude and proper greeting.
• Provides information and requests for hotel rooms, restaurants, amenities, transportation, theater and events.
• Utilizes cross selling techniques with promotions and up-selling accommodations.
• Interacts with casino customers via AS400 to distribute comp based on play level and company policy.
• Data entry for Host/Player Development, Tour & Travel, Conventions and Junket allocations.
• Enter complimentaries for services and coordinate with management if guidelines are not followed.
• Coordinate with Restaurant Management to ensure reservations and occupancy opportunities are optimized.
• Maintain knowledge of hotel status, events, comp philosophy, and availability for sales conversations.

Skills

Customer Service

Communication

Telephone Skills

Typing

Decision Making

Multitasking

Education

High School Diploma

Tools

AS400

Hotel Cashiering System

Job description

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

** All applicants must be able to perform the essential functions of this position, with or without reasonable accommodations.

ESSENTIAL PHYSICAL FUNCTIONS

(O) Standing

(O) Walking

(C) Sitting

(N) Kneeling

(N) Running

(N) Lifting Max Weight: n/a

(N) Pushing Max Weight: n/a

(N) Pulling Max Weight: n/a

(N) Carrying Max Weight: n/a

(N) Bending

(N) Stooping

(N) Climbing Stairs

(N) Climbing Ladders Max Height: n/a

(N) Working at a Height Level Above The Floor Max Height: n/a

(C) Finger Dexterity

(C) Full Use of Both Hands

(N) Crawling

(N) Balancing

(N) Throwing

(N) Twisting

(N) Reaching Max Height: n/a

(N) Driving

(N) Working On or With Moving Machinery

(C) Working at Rapid Work Speed

(N) Working in Isolation

(C) Working Around People

(C) Hearing Conversation

(C) Hearing High Acuity

(C) Speaking Clearly

(C) Seeing Near

(O) Seeing Far

(C) Seeing - Depth Perception

(C) Seeing - Color Vision

ESSENTIAL MENTAL FUNCTIONS

(C) Writing English

(C) Reading English

(C) Speaking English

(C) Working under Pressure/Stress

(C) Speaking With Guests/Customers

(C) Speaking With Employees

(O) Working with Basic Math Skills

(C) Making Decisions Based On Facts

(C) Making Decisions Based On Data

(O) Making Decisions Based On Personal Judgment

(C) Making Accurate Measurements According To Set Standards

(O) Planning and/or Supervising the Activities Others

ESSENTIAL INTERACTIVE FUNCTIONS

(C) Working under Close Supervision

(C) Working under Minimal Supervision

(C) Working and Interacting With Management in a Professional and Courteous Manner

(C) Working and Interacting With Co-Workers in a Professional and Courteous Manner

(C) Working and Interacting With Guests in a Professional and Courteous Manner

ESSENTIAL ENVIRONMENT FUNCTIONS

(C) Working Inside

(N) Working Outside

(C) Working in a Fast Paced Environment

(N) Exposed To Chemicals Describe:

(O) Exposed To Dust, Fumes, Gases, Describe:

(N) Exposed To Smoke

(C) Exposed To Excessive Noise

(N) Working in Dimly Lit Areas

(O) Working in Sudden Marked Changes of Temperature and Humidity

Key

Not Applicable (N)

Occasional (O) Under 2 hours

Frequent (F) 2 hours to 5 hours

Constant (C) more than 5 hours