Guest Experience Agent - Casino & Hotel Contact Center

Live! Casino & Hotel Philadelphia; Hanover (MD); On-site; USD 36,000 - 44,000; Full time

Benefits offered by this job

Health benefits

Life Insurance

Disability

Retirement savings

Paid Time Off

Tuition Reimbursement

On-site Wellness center

Career growth

Bonuses

Free parking

Discounted meals

Employee discounts

Job summary

Live! Casino & Hotel is seeking a friendly Contact Center Representative to serve as the primary point of connection for guests and team members across calls, emails, and digital channels.

You will deliver warm, professional service and resolve guest needs with accuracy and care. Responsibilities include handling incoming and outbound calls, routing inquiries, promoting hotel amenities, and assisting with email management.

Qualifications

• High school diploma or GED required.
• One year experience in telephone operations or hotel operations.
• Must obtain and maintain a Maryland gaming license.

Responsibilities

• Provides stellar service to all team members and guests.
• Handles incoming calls and routes inquiries appropriately.
• Responds to emails within scope of responsibility and routes to departments.
• Promotes hotel amenities and services according to brand standards.
• Upsells services and accommodations where appropriate.
• Maintains guest confidentiality and adheres to procedures.
• Communicates and responds to security codes as expected.
• Maintains knowledge of current promotions and offerings.

Skills

Impeccable service

Conflict resolution

Salesmanship

Computer literacy

Communication skills

Organizational skills

Prioritization

Ownership & follow-through

English communication

Common sense reasoning

Education

High school diploma or GED

Tools

HMS

Oasis 360

MGT KMAN

Hotsos

Zingle

Intract

OpenTable

Job description

Live! Casino & Hotel is seeking a friendly Contact Center Representative to serve as the primary point of connection for guests and team members across calls, emails, and digital channels.

You will deliver warm, professional service and resolve guest needs with accuracy and care. Responsibilities include handling incoming and outbound calls, routing inquiries, promoting hotel amenities, and assisting with email management.