Representative - Call Center Agent

Description

Major Focus

• To ensure all hotel room reservations for Bally Corp. are handled in a professional and courteous manor.

Essential Functions

• Customizes guest experience by coordinating and reserving room accommodations, redeeming available offers specific to player profile.
• Ability to lead the call without impacting actually listening to the voice of the customer.
• Ability to quickly and accurately input information into various systems.
• Seeks and acts upon opportunities to up-sell accommodations.
• Maintains guest confidentiality at all times when reviewing information.
• Registers guests in player tracking software for select invitational events.
• Effectively deal with job stress, angry callers and upset customers. Understand the impact of voice tone when speaking with guests.
• Follows department standards and sequence of service. Participates in shop reports, and makes adjustments based on feedback from supervisor or manager.
• Must have a clear speaking voice, be comfortable with phone work and date entry.
• Needs to be able to type information into computer while speaking to customer on the phone.
• Promotes positive and productive motivation within the department.
• Respond to all guest inquiries professionally, courteously and promptly.
• Must be prepared and able to handle with composure and tact a high volume of repetitive customer interactions over the telephone in a fast paced environment. Always keep a smile in voice.
• Will handle hotel room reservations and casino offers. Handles additional offers for special events as required.
• Handles guest room deposits via credit cards that are placed on reservations.
• Maintains knowledge and ability to multi-task multiple systems to include but not limited to hotel property management systems, central reservations systems, revenue management systems, and call center systems.
• Utilizes Microsoft Office suite programs. i.e. Microsoft Office products, Excel, Word, Outlook etc.
• Assists with overflow calls from other properties as required.
• Maintains an effective and professional manner with all customers.
• Performs filing assignments as directed.
• Works safely, following all established safety rules and regulations.
• Communicates effectively with co-workers, supervisors and guests.
• Follows all relevant policies and procedures.

Additional Functions

• Performs other duties as assigned.

Requirements/Education

• High school diploma, GED or equivalent work experience required.
• Strong computer literacy skills.
• Must have excellent written and oral English communication skills, and telephone etiquette skills.
• Prior call center or customer service experience preferred.
• Must possess excellent hospitality and guest relations skills.
• Must be able to report to work on time as scheduled.
• Must be proactive and work well under pressure in a fast paced environment.
• Must be able to respond calmly and make rational decisions when handling guest conflicts.
• Must have outstanding coordination and organizational skills with the ability to multi-task.
• Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist (keyboard date entry) as well as prolonged viewing of data on a computer monitor.
• Must be able to work a varied shift schedule, including weekends and holidays.
• Must present an overall professional appearance and report to work in appropriate attire
• Must have the ability to work well with fellow employees – must be a team player.

The Above Description Denotes Some Of The Specific Characteristics Which Are Necessary To Perform The Principal Functions Of The Job And Are Not Intended To Be A Description Of All The Work Requirements That May Be Inherent In The Position.

Bally’s Dover Is An Equal Opportunity Employer.

Addendum To Job Description