Pay Rate: $18.00 an hour with $2.00 an hour additional shift differential on swing and grave shift
SUMMARY: To answer incoming calls, redirect callers, respond to property-related inquiries, and make hotel reservations. Responsible for a high level of guest service as described in your departments guest service standards.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Answer incoming calls providing detailed information for the property (including amenities, promotions, events, and Passport club information), provide directions to the property and address complaints
- Manage reservations for the property including hotel, restaurants, dinner cruises and promotional events being sure to accurately quote rates
- Input detailed information into the Property Management System and accurately and efficiently processes advance deposit credit card information
- Alert Security to potential problems and emergencies
- Determine guest room numbers, extensions, request service follow-up calls and provide reservation confirmation numbers
- Assist in promotional events as needed
KNOWLEDGE AND CERTIFICATION, SKILLS AND ABILITIES
Knowledge and Certification
Required:
- High School Diploma/GED or equivalent experience
Preferred:
- 1-year call center or reservation agent experience preferably in a hotel or casino environment
Skills
Required:
- Accurate and detail-oriented
- Highly organized and ability to adapt quickly to changing priorities
- Strong computer skills Microsoft Office (Word, Excel and Outlook) and Windows
- Excellent written, verbal and interpersonal communication skills
- Must be able to read and write English
- Proven to accurately type 35 wpm
Abilities
Required:
- Ability to follow established dress code policies and practice good personal hygiene
- Ability to interact with guests, coworkers and management in a professional and courteous manner
- Ability to maintain a fast paced work environment
- Ability to enthusiastically and professionally sell and / or up-sell property amenities
- Ability to speak in a clear, concise and pleasant voice
- Ability to answer a multi-line phone system in a professional and courteous manner
- Ability to operate phone and computer systems simultaneously
- Working knowledge of phone systems and computer applications
REQUIRED TRAINING
- Treasure Island guest service training
- Phone system
- Hotel reservation system
- Event tracking
- Promotional systems
- Any position-related training as determined by department manager
PHYSICAL DEMANDS
- Must be able to sit for long periods of time with occasional amounts of walking and standing
- Must have a good sense of balance, and be able to bend and kneel infrequently
- Must be able to reach and twist occasionally
- Must be able to push, pull and grasp objects occasionally
- Must have the ability to independently lift up to 5 pounds occasionally
- Must be able to perform repetitive hand and wrist motions
- Must have good eye hand coordination
WORKING ENVIRONMENT
- Work is performed primarily in administration building but may require going onto the gaming floor, which includes flashing lights, frequent loud noises and cigarette smoke
- Must be willing to work a flexible schedule including all shifts, weekends and holidays
- Extensive computer use
- Occasionally overtime may be required
- Occasionally must deal with angry or hostile individuals
