Customer Care Agent - Customer Care

Hard Rock Hotel & Casino Ottawa; United States; On-site; USD 22,000 - 33,000; Full time

Job summary

Seminole Hard Rock Hotel & Casino is seeking a Specialist to handle complex reservations and VIP bookings, with emphasis on group arrangements and multi-channel guest communication. The role involves resolving guest concerns, and maintaining high-quality service while representing the brand in a fast-paced environment.

The Specialist develops advanced reservation skills, works closely with Customer Care and Hotel Sales, and strives to deliver memorable guest experiences through professional,

Qualifications

• One (1) year or more of directly related experience in an inbound contact center.
• Effective, demonstrable computer skills beyond basic keyboarding and understanding of telephone etiquette.
• Strong Business Writing skills and ability to communicate in multiple channels professionally.
• Knowledge of Social Media and the role they play.
• Knowledge of property management, reservations and player tracking systems (e.g. LMS, ARTS, CMP) along with proficiency in basic Windows and MS Office packages.
• Strong verbal communication and interpersonal skills.
• Experience handling guest calls in a sales-oriented inbound environment.
• Experience handling reservations in the casino / hospitality industry is a plus.
• Ability to work independently and under direct supervision, while maintaining a high level of productivity.

Responsibilities

• Answer inbound telephone calls in a skills-based environment for hotel, dining, events and entertainment reservations.
• Research and investigate guest concerns from calls, emails, surveys and social channels.
• Respond to guest inquiries and research concerns across calls, chat, text, and emails.
• Escalate and resolve guest issues while maintaining a positive guest experience.
• Assist in reviewing charges on hotel folios and support guest satisfaction to encourage return visits.
• Coordinate with Customer Care and Hotel Sales to manage group-related room inventory and master accounts.

Skills

Inbound calls

Computer skills

Business writing

Social media knowledge

MS Office

Verbal communication

Sales experience

Reservations experience

Tools

LMS

ARTS

CMP

Job description

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description:

The Specialist position represents an advancement beyond the Customer Care Representative role with more specialized, complex reservations work and fewer repetitive inbound phone calls. The Specialists will handle group reservations and setup as well as complex VIP reservations. They will answer calls as well, but to a lesser degree than Customer Care Representatives, given the load of complex reservations work for which they’re responsible (often not generated by a phone call)

Essential duties include, but are not limited to:

• Answering inbound telephone calls in a skills-based environment where transactions range from account inquiries and complimentary requests to complex hotel, dining, event and entertainment reservations for VIP guests
• Research and investigate guest concerns heard through various channels including calls, emails, GEM surveys, Mystery Shoppers, Social Media outlets, etc.
• Responding to and researching guest concerns through various forms of communication which can include but not be limited to calls, chat, text, emails etc.
• Extending the appropriate guest appeasement for service breakdowns or relationship recovery. Document, track and communicate resolution for each guest.
• Serving as escalation point for difficult player-related telephone calls; amicably resolve guest related problems in a fast paced environment
• Reviewing, on a proactive basis, charges posted to hotel folios by new gaming guests during an evaluation period; assisting Player Development to pick-up charges as appropriate to enhance guest experience and intent to return
• Providing guests with a clear picture of Seminole Hard Rock’s products and services; always leading the call without failing to listen to the voice of the guest
• Ensuring that guest requests for reservations and other services are met and confirmed within the guidelines established by management
• Serving as escalation point for difficult player-related telephone calls; amicably resolve guest related problems in a fast paced environment
• Handling hotel cashiering duties in the form of posting and refunding advanced deposits, etc.
• Working as liaison between Customer Care and Hotel Sales department to ensure the integrity of all group-related room inventory and master accounts
• Serving as a point of escalation for Customer Care Representatives in need of help with complex reservation processing
• Presenting, at all times, a positive view of the Seminole Hard Rock and its properties when interacting with guests and fellow team members
• Escalating difficult and complex situations as they arise
• Work with Quality Coach, Team Leaders and Managers to evaluate individual performance and make efforts to improve performance where the need has been indicated
• Provide Team Leaders with important observations culled from many guest interactions, offering suggestions to improve process, product or service offerings
• Comply with all departmental and Company Policies including Hard Rock’s business ethics guidelines.
• Show a commitment to ensuring responsible gaming and responsible alcohol service by discretely notifying appropriate management of concerns and observations.

Qualifications

Experience:

• One (1) year or more of directly related experience in an inbound contact center
• Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette
• Strong Business Writing skills. Ability to communicate in multiple channels always representing the company professionally.
• Knowledge of Social Media and the role they play.
• Knowledge of property management, reservations and player tracking systems (e.g. LMS, ARTS, CMP) along with proficiency in basic Windows and MS Office packages are considered a plus
• Strong verbal communication and interpersonal skills
• Experience handling guest calls in a sales-oriented inbound environment
• Experience handling reservations in the casino / hospitality industry is considered a plus
• Ability to work independently and under direct supervision, while maintaining a high level of productivity.

Work Environment:

• Duties and responsibilities are typically performed in a professional office setting, but there may be times where you will need to be in operating areas. In these areas, you may be exposed to environmental factors including, but not limited to, second hand smoke and excessive noise.
• While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear; and taste or smell. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.