Guest Services Representative - Rivers Casino Call Center

Title: Guest Services Representative – Rivers Casino Call Center

Job Summary: Join our team at Rivers Casino as a Guest Services Representative in our fast-paced and dynamic call center. As a key point of contact for our guests, you will be responsible for handling incoming and outgoing calls, reservations, inquiries, and promoting our casino offerings. We are seeking a dedicated individual who is passionate about delivering exceptional customer service and contributing to our overall guest experience.

Key Responsibilities:

• Utilize various systems to efficiently manage incoming and outgoing calls and provide accurate information.
• Operate the switchboard phone system, ensuring prompt and courteous handling of all calls.
• Screen and transfer calls to appropriate departments, ensuring effective communication and routing.
• Proactively gather guest information for follow-up, contributing to our outbound calling program.
• Maintain and update the phone directory and tree, ensuring accurate and up-to-date information for seamless communication.
• Assist with reservations, upselling where possible, and providing accurate information about our promotions and packages.
• Communicate effectively and respectfully with customers through various channels, including phone, email, and messaging.
• Stay informed about the latest casino promotions, social media activity, and digital campaigns to provide accurate information to guests.
• Handle guest inquiries, complaints, and requests promptly and professionally, escalating when necessary.
• Maintain confidentiality of guest information and handle sensitive data with discretion.
• Maintain knowledge of the casino and hotel amenities, including operational hours and relevant policies.
• Perform other duties as assigned to contribute to the smooth functioning of the call center and overall guest experience.

Qualifications:

• Previous experience in a high-volume call center preferred.
• One or more years of hospitality reservations experience is advantageous.
• Demonstrated ability to provide excellent guest service.
• Strong multitasking abilities and prioritization skills.
• Proficiency in communication, both verbal and written, in English.
• Familiarity with computer systems and software, including Microsoft Office and Google Suite.
• Strong interpersonal skills and a friendly, team-oriented attitude.
• Willingness to work flexible shifts, including weekends, holidays, and special events.

Physical Requirements:

• Prolonged periods of sitting

• Physical ability to handle bending, reaching, and lifting up to 25lbs.
• Must have the ability to read, analyze, and interpret documents
• Must have the finger/hand dexterity to maneuver on a computer keyboard and other office machinery.

The above duties and responsibilities are representative. Full job descriptions available upon hire.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.