Guest Experience Specialist, Casino & Hotel

Seminole Hard Rock Hotel & Casino; United States; Sur place; USD 29 000 - 36 000; 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 Hotel & Casino is seeking a Customer Care Representative to provide outstanding service to guests, handle inbound calls, and manage reservations. You will act as the voice of the company across casino and hotel properties, using defined information and goals to deliver a positive experience.

The role emphasizes strong communication, the ability to upsell when appropriate, and collaboration with team leaders to uphold hospitality standards across all properties.

Qualifications

• One year or more of directly related experience in an inbound contact center or similar customer service role.
• Effective computer skills and telephone etiquette.
• Knowledge of reservations and player tracking systems is advantageous.
• Strong verbal communication skills for sales-oriented inbound calls.
• Experience with casino/hospitality environments is a plus.
• Must be able to work flexible schedules.

Responsabilités

• Answering inbound telephone calls in a skills-based environment, including hotel, dining, event and entertainment reservations for VIPs.
• Responding to inbound customer inquiries using management-defined verbiage.
• Providing clear information on products and services while listening to the customer.
• Ensuring reservations and services are met and confirmed within guidelines.
• Sensing and exploiting up-sell opportunities when appropriate.
• Presenting a positive view of the company and its properties.
• Escalating difficult situations to Team Leaders as they arise.
• Collaborating with Quality Coaches and Team Leaders to improve performance.

Connaissances

Inbound call handling

Customer service

Telephone etiquette

CRM knowledge

Reservations systems

Upsell skills

Team communication

Outils

LMS

CMP

Windows

MS Office

Description du poste

Seminole Hard Rock Hotel & Casino is seeking a Customer Care Representative to provide outstanding service to guests, handle inbound calls, and manage reservations. You will act as the voice of the company across casino and hotel properties, using defined information and goals to deliver a positive experience.

The role emphasizes strong communication, the ability to upsell when appropriate, and collaboration with team leaders to uphold hospitality standards across all properties.