VIP Guest Care & Reservations Specialist

Seminole Hard Rock Hotel & Casino; Florida; On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Paid Weekly

Competitive Health Plans

Training and Development

Tuition Reimbursement

Team Member Discounts

Much More!

Job summary

Seminole Hard Rock Hotel & Casino is seeking a Customer Care Representative to join our onsite Call Center. You will handle inbound calls, assist with reservations, and provide friendly, accurate information to VIP guests and general guests alike.

The role emphasizes courteous communication, ability to upsell where appropriate, and coordination with team leaders to resolve issues. Familiarity with reservation systems and casino hospitality is a plus; flexible scheduling is required.

Qualifications

• Minimum one year in an inbound contact center or customer service role.
• Strong verbal communication and telephone etiquette.
• Experience handling reservations or in the casino/hospitality industry is a plus.
• Able to work flexible schedules based on business needs.
• Knowledge of property management and player tracking systems is advantageous.

Responsibilities

• Answer inbound calls and handle reservations and service requests.
• Provide customers with clear information about products and services; listen to the voice of the customer.
• Identify upsell opportunities and cross-sell when appropriate.
• Escalate difficult or complex issues to Team Leaders as they arise.
• Support quality coaches and Team Leaders to improve performance and processes.
• Maintain confidentiality of all company information and adhere to policies.

Skills

Customer service

Phone skills

Communication skills

Sales experience

Flexible scheduling

Upselling

Tools

LMS

CMP

Windows

MS Office

Job description

Seminole Hard Rock Hotel & Casino is seeking a Customer Care Representative to join our onsite Call Center. You will handle inbound calls, assist with reservations, and provide friendly, accurate information to VIP guests and general guests alike.

The role emphasizes courteous communication, ability to upsell where appropriate, and coordination with team leaders to resolve issues. Familiarity with reservation systems and casino hospitality is a plus; flexible scheduling is required.