Guest Experience Agent — Casino & Hotel Reservations

Seminole Hard Rock Support Services; Florida; Sur place; USD 32 000 - 42 000; Plein temps

Avantages offerts par ce poste

Paid Weekly

Competitive Health Plans

Training and Development

Tuition Reimbursement

Team Member Discounts

Much More!

Résumé du poste

Seminole Hard Rock Support Services in Florida is seeking a Customer Care Representative to serve as the voice of our casino and hotel properties, delivering friendly, efficient assistance to callers and guests.

You will handle reservations, respond to inquiries, identify upsell opportunities, and support teams with feedback to improve service. Flexible schedules and a team-focused culture are offered.

Qualifications

• Minimum 1 year of inbound contact center or customer service experience.
• Proficient computer skills and telephone etiquette.
• Knowledge of property management and reservations systems (LMS, CMP) is advantageous; basic Windows/MS Office skills.

Responsabilités

• Answer inbound calls in a skills-based environment including transfers, in-room work orders, and reservations for VIP customers.
• Respond to inbound digital inquiries per management guidelines.
• Provide customers with clear information on products and services; listen to the customer.
• Ensure reservations and services are met and confirmed per guidelines.
• Identify upsell opportunities and cross-sell when appropriate.
• Present a positive view of the company and properties to customers and team members.
• Escalate difficult situations to Team Leaders as they arise.
• Support Quality Coaches and Team Leaders to evaluate and improve performance.

Connaissances

Inbound call center experience

Verbal communication

Sales-oriented inbound experience

Flexibility in scheduling

Computer skills (MS Office, Windows)

Upselling / cross-selling

Customer service excellence

Outils

LMS

CMP

Description du poste

Seminole Hard Rock Support Services in Florida is seeking a Customer Care Representative to serve as the voice of our casino and hotel properties, delivering friendly, efficient assistance to callers and guests.

You will handle reservations, respond to inquiries, identify upsell opportunities, and support teams with feedback to improve service. Flexible schedules and a team-focused culture are offered.