Guest Experience Call Center Agent – Reservations & Upsell

Bally's Corporation; Dover (DE); On-site; USD 19,604 - 27,922; Full time

Benefits offered by this job

DART ride program

Delaware commute reimbursements

Job summary

Bally's Corporation in Dover, DE is seeking a Guest Services Associate to coordinate hotel room reservations and casino offers, while providing exemplary telephone-based guest service. You will input data quickly, maintain guest confidentiality, and upsell opportunities in a fast-paced call center environment.

Strong English communication, hospitality skills, and punctuality are essential. The role requires working weekends/holidays and an appearance matching professional standards.

Qualifications

• High school diploma, GED or equivalent work experience.
• Strong computer literacy.
• Excellent written and oral English communication and telephone etiquette.
• Prior call center or customer service experience preferred.
• Hospitality and guest relations skills.
• Punctual and able to work varied shifts.
• Work well under pressure in a fast-paced environment.
• Team player with professional appearance.
• Able to report to work on time.

Responsibilities

• Coordinate and reserve room accommodations and redeem offers tied to guest profiles.
• Lead calls with strong listening to understand guest needs.
• Enter information quickly and accurately into multiple systems.
• Upsell accommodations and casino offers when opportunities arise.
• Maintain guest confidentiality at all times.
• Register guests in tracking software for events and promotions.
• Handle high-volume phone interactions with composure and tact.
• Follow department procedures and contribute to reports and feedback loops.
• Keep a clear speaking voice and maintain professional phone demeanor.
• Handle deposits and manage reservations in hotel and casino systems.

Skills

Strong computer literacy

Excellent written and oral English

Telephone etiquette

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Bally's Corporation in Dover, DE is seeking a Guest Services Associate to coordinate hotel room reservations and casino offers, while providing exemplary telephone-based guest service. You will input data quickly, maintain guest confidentiality, and upsell opportunities in a fast-paced call center environment.

Strong English communication, hospitality skills, and punctuality are essential. The role requires working weekends/holidays and an appearance matching professional standards.