Guest Experience Specialist - Casino & Hotel

Live! Casino & Hotel; Hanover (MD); On-site; USD 23,419 - 26,174; Full time

Benefits offered by this job

Health benefits

Free parking

Tuition reimbursement

Discounts on Live! Hotel/Entertainment

Career development programs

Job summary

Live! Casino & Hotel is seeking a friendly and professional Contact Center Representative to serve as the primary point of contact for guests and team members.

You will handle calls, emails, and digital inquiries with a focus on warmth, accuracy, and resolving needs efficiently. The role emphasizes strong communication, product knowledge, and upselling opportunities to enhance guest experience and brand loyalty.

Qualifications

• One (1) year experience in telephone operations or switchboard operations or Hotel operations.
• Must maintain a valid gaming license per Maryland regulations.
• Proven ability to provide warm, professional guest service across calls, email, and chat.

Responsibilities

• Provides stellar service to all team members and guests.
• Handles calls from external sources and internal lines; routes as needed.
• Sells and promotes hotel amenities and services according to brand standards.
• Upsells services and accommodations when appropriate.
• Maintains knowledge of current offerings, promotions, and events.

Skills

Telephone operations

Customer service

Communication skills

English proficiency

Conflict resolution

Education

High school diploma or GED

Gaming license requirement

Job description

Live! Casino & Hotel is seeking a friendly and professional Contact Center Representative to serve as the primary point of contact for guests and team members.

You will handle calls, emails, and digital inquiries with a focus on warmth, accuracy, and resolving needs efficiently. The role emphasizes strong communication, product knowledge, and upselling opportunities to enhance guest experience and brand loyalty.