Customer Service Representative I

Treasure Island Resort & Casino; Welch (AL); On-site; USD 37,000 - 42,000; Full time

Job summary

Treasure Island Resort & Casino in Welch, AL seeks a reservations agent to handle incoming calls, provide property information, and assist guests with hotel and event bookings. You will quote rates, manage reservations, and maintain Passport club knowledge while delivering high levels of guest service.

Role requires strong communication, accurate data entry into the property management system, and the ability to work a flexible schedule in a dynamic casino hotel environment.

Qualifications

• High School Diploma/GED or equivalent experience.
• 1 year call center or reservation agent experience preferred in a hotel or casino environment.

Responsibilities

• Answer incoming calls with detailed information for the property (amenities, promotions, events, Passport club).
• Provide directions to the property and address complaints.
• Manage reservations for hotel, restaurants, cruises and events; quote rates accurately.
• Input guest details into the Property Management System and process advance deposit info.
• Alert Security to potential problems and emergencies.
• Determine guest room numbers, extensions, and provide reservation confirmations.
• Assist in promotional events as needed.

Skills

Accurate and detail-oriented

Highly organized

Microsoft Office

Windows

Excellent written, verbal and interc.

Education

High School Diploma/GED or equivalent

Tools

Property Management System

Job description

Pay Rate: $18.00 an hour with $2.00 an hour additional shift differential on swing and grave shift

SUMMARY:

To answer incoming calls, redirect callers, respond to property-related inquiries, and make hotel reservations. Responsible for a high level of guest service as described in your departments guest service standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer incoming calls providing detailed information for the property (including amenities, promotions, events, and Passport club information), provide directions to the property and address complaints
• Manage reservations for the property including hotel, restaurants, dinner cruises and promotional events being sure to accurately quote rates
• Input detailed information into the Property Management System and accurately and efficiently processes advance deposit credit card information
• Alert Security to potential problems and emergencies
• Determine guest room numbers, extensions, request service follow-up calls and provide reservation confirmation numbers
• Assist in promotional events as needed

KNOWLEDGE AND CERTIFICATION, SKILLS AND ABILITIES

Knowledge and Certification

Required:

• High School Diploma/GED or equivalent experience

Preferred:

• 1-year call center or reservation agent experience preferably in a hotel or casino environment

Skills

Required:

• Accurate and detail-oriented
• Highly organized and ability to adapt quickly to changing priorities
• Strong computer skills Microsoft Office (Word, Excel and Outlook) and Windows
• Excellent written, verbal and interpersonal communication skills
• Must be able to read and write English
• Proven to accurately type 35 wpm

Abilities

Required:

• Ability to follow established dress code policies and practice good personal hygiene
• Ability to interact with guests, coworkers and management in a professional and courteous manner
• Ability to maintain a fast paced work environment
• Ability to enthusiastically and professionally sell and / or up-sell property amenities
• Ability to speak in a clear, concise and pleasant voice
• Ability to answer a multi-line phone system in a professional and courteous manner
• Ability to operate phone and computer systems simultaneously
• Working knowledge of phone systems and computer applications

REQUIRED TRAINING

• Treasure Island guest service training
• Phone system
• Hotel reservation system
• Event tracking
• Promotional systems
• Any position-related training as determined by department manager

PHYSICAL DEMANDS

• Must be able to sit for long periods of time with occasional amounts of walking and standing
• Must have a good sense of balance, and be able to bend and kneel infrequently
• Must be able to reach and twist occasionally
• Must be able to push, pull and grasp objects occasionally
• Must have the ability to independently lift up to 5 pounds occasionally
• Must be able to perform repetitive hand and wrist motions
• Must have good eye hand coordination

WORKING ENVIRONMENT

• Work is performed primarily in administration building but may require going onto the gaming floor, which includes flashing lights, frequent loud noises and cigarette smoke
• Must be willing to work a flexible schedule including all shifts, weekends and holidays
• Extensive computer use
• Occasionally overtime may be required
• Occasionally must deal with angry or hostile individuals