Call Center Operator - Full Time

ESSENTIAL DUTIES AND RESPONSIBILITIES
Primary duties and responsibilities include, but are not limited to, the following:

• Answer incoming telephone calls courteously and connect/transfer to appropriate departments, guests, or other hotel/casino personnel.
• Maintain knowledge of all property services/features, as well as a familiarity of local events and attractions to accurately respond to guest inquiries.
• Relay information to guests regarding hours of operation, events, property amenities, directions etc.
• Book, quote, cancel, or otherwise modify room reservations at the request of guests.
• Redeem offers for hotel, casino, and event promotions.
• Answer questions and offer additional assistance to promote guest satisfaction.
• Respond to guest inquires via text message and email with professional verbiage and punctuation.
• Input service orders on behalf of guests or other departments/personnel on property.
• Utilize multiple programs and applications to execute job responsibilities in a timely and efficient manner.
• Any other duties as assigned within the scope of this position.

KNOWLEDGE/SKILLS/ABILITIES
 Excellent verbal and written communication skills required.
 Ability to multitask between several software programs to properly handle room reservations and PBX requests.
 Capable of adapting to fluctuating business demand, which may result in a change of priority and focus between assigned tasks throughout shifts.

• Proactive and works well under pressure in a fast-paced environment.
• Outstanding coordination and organizational skills. High degree of accuracy and attention to detail.
• Ability to speak Spanish preferred but not required.
• Ability of simple reading, writing, math, and complex task completion skills is required.
• Must have the following skills: following instructions, memorization, and problem solving..
• Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate.
• Must be a minimum of 18 years of age.

EDUCATION and/or EXPERIENCE

• Minimum 2 years’ guest service experience or any combination of education, training, or experience that provides the required knowledge, skills, and abilities.

PHYSICAL DEMANDS

• While performing the duties of this job, the team member is constantly sitting and occasionally walking over the duration of their shift.
• Must be able to lift/carry 10lbs or less occasionally.
• The team member will constantly have repetitive use of both hands. Finger dexterity of both hands will be constantly required.
• Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision.
• The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

• Work performed indoors, alone and frequently around others. Team Member will perform work face-to-face including verbal contact with others around computer equipment.
• The noise level in the work environment is usually moderate.
• Team Member may be exposed to secondhand smoke.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.