Call Center Agent

Golden Nugget Laughlin; Laughlin (NV); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Paid Time Off

401K

Advancement opportunities

Employee discounts

Volunteer opportunities

Job summary

Golden Nugget Laughlin is seeking Hotel Reservation / Call Center Agents to handle guest calls and reservations from the Laughlin, NV location. You will input guest information in the LMS and CPL systems, upsell hotel amenities, and provide compliant and courteous service with a fast-paced team.

The role requires 1+ year of customer service or hotel/reservation experience, strong communication and computer skills, and the ability to multi-task across platforms.

Qualifications

• At least 1 year of experience in a customer service setting or hotel/resort reservations.
• Exceptional customer service skills are essential.
• Excellent communication, pleasant phone manner, strong time-management and the ability to multi-task across systems.

Responsibilities

• Answer all incoming calls in a friendly, energetic and efficient manner.
• Answer calls for all Golden Nugget properties and provide information on hotel amenities and services.
• Input reservations using CMP and LMS to capture guest details.
• Suggest upsells and convert calls into reservations; meet department sales goals.
• Learn options offered by the hotels and upsell those options as they change.

Skills

Customer service

Communication

Time management

Typing 30 WPM

Tools

LMS/AS-400

MS Outlook

Excel

Word

Job description

Hotel Reservation / Call Center Agents

Hotel Reservation / Call Center Agents support our Golden Nugget Hotels and Casinos. This position is centered out of the Golden Nugget Casino and Hotel in Laughlin, Nevada.

Overview

Hotel Reservation / Call Center Agents support our Golden Nugget Hotels and Casinos. This position is centered out of the Golden Nugget Casino and Hotel in Laughlin, Nevada.

Responsibilities

• Answer all incoming calls in a friendly, energetic and efficient manner.
• Answer all incoming calls for all Golden Nugget properties.
• Provide guests with information concerning the hotel amenities and services.
• Obtain the necessary information from guest and utilize Casino Marketing Place (CMP) and Lodging Management System (LMS) to input reservations.
• Suggest relevant upsells and convert calls into reservations.
• Effective in following and achieving department sales goals.
• Knowledgeable on options offered by the hotels and upsell those options. Willing to learn as options change.

Qualifications

• The ideal candidate will have at least one (1) year of experience in a customer service setting, hotel/resort reservationist, front desk agent, or equivalent work experience.
• Exceptional Customer Service skills are essential for this position.
• Excellent communication skills, pleasant phone manner, excellent time-management skills, and the ability to multi-task several systems at once in a fast-paced environment.
• Detail-oriented, energetic and self-motivated, able to type efficiently and accurately at a rate of 30 WPM.
• A speed-test will be required to confirm at-home capability. 30mbps minimum download speed is required.
• Experience with LMS/AS-400 is required.
• Intermediate computer skills required, i.e. Web Browsing, Email, Typing
• MS Outlook, Excel and Word

What We Offer You

• Multiple benefit plans to suit your needs
• Paid Time Off
• 401K
• Opportunities for advancement
• Positive and respectful work environment where diversity is valued
• Generous employee discounts on dining, retail, amusements, and hotels
• Community volunteer opportunities

Disclaimer: The above information is intended as a high-level overview of the responsibilities and qualifications for the position and does not represent the full job description which will include all responsibilities, skills, duties, requirements, and working conditions associated with the job. For more information or to see the full job description, contact the Human Resources department at the location in which you are applying.

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Tipped Position

This position does not earn tips