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.