Call Center Operator - Part Time - Grave Shift

SUMMARY

The Call Center Agent/Operator is responsible for providing exceptional guest service through multiple channels, including phone, email, and chat communications. This position will receive and handle various requests related to service orders, room reservations, and general inquiries. Dual Agent/Operators work alongside others in a call center environment.

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

• Courteously answers incoming telephone calls, and connecting/transferring to appropriate departments, guests, or other hotel/casino personnel.
• Maintains open communication with fellow Operators and Supervisors regarding any last minute information or emergent situations.
• Maintains current knowledge with all property services/features, as well as a familiarity of local events/attractions to accurately respond to guest inquiries.
• Communicates emergency situations to supervisor/management as dictated by established emergency guidelines/procedures.
• Operates public address system for paging and making property-wide public announcements.
• Responsible for processing messages for in-house/future guests, as well as key personnel.
• Responsible for assisting with guests special requests, such as wake-up calls.
• Maintains confidentiality with all subject matter.
• Work with internal and external customers to provide optimal guest service. This includes contact with various departments in an effort to provide/obtain pertinent information needed to ensure proper guest service is provided.
• Lift, move, carry materials or carry reports and supplies weighing a maximum of 20 lbs. on an intermittent basis.
• Stand, walk, bend (at neck & waist), reach (above & below shoulder level), and squat for duration of shift, walking 2-4 miles during an 8-hour shift. Simple grasping, repetitive use of the hands and fine hand manipulation is required to complete essential functions.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules that reflect the business needs of the Hotel.
• Comply with hotel rules and regulations for the safe and efficient operation of Hotel facilities.
• Other duties as assigned within the scope of this job description.

KNOWLEDGE/SKILLS/ABILITIES

• Input service orders on behalf of guest or other departments/personnel on property.
• Excellent customer and interpersonal skills to deal effectively with all business contacts
• Ability to work in a fast-paced and busy environment, maintain physical stamina and proper mental attitude, ability to deal effectively with management, employees and outside contacts while working under pressure and meeting deadlines, strong leadership qualities and sound judgement with effective decision-making and problem-solving skills.
• Previous experience using Agilysys LMS, and HotSOS preferred.

EDUCATION and/or EXPERIENCE

• High School graduate or similar equivalent.
• At least 1-year previous work experience in Hotel Reservations/Hotel Operations, or similar experience, which 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.