Representative - Call Center Agent (Full Time)

at Bally's (Dover Downs) in

Dover, Delaware, United States Job Description Responsibilities:

Customizes guest experience by coordinating and reserving room accommodations, redeeming available offers specific to player profile. Ability to lead the call without impacting actually listening to the voice of the customer. Ability to quickly and accurately input information into various systems. Seeks and acts upon opportunities to up-sell accommodations. Maintains guest confidentiality at all times when reviewing information. Registers guests in player tracking software for select invitational events. Effectively deal with job stress, angry callers and upset customers. Understand the impact of voice tone when speaking with guests. Follows department standards and sequence of service. Participates in shop reports, and makes adjustments based on feedback from supervisor or manager. Must have a clear speaking voice, be comfortable with phone work and date entry. Needs to be able to type information into computer while speaking to customer on the phone. Promotes positive and productive motivation within the department. Respond to all guest inquiries professionally, courteously and promptly. Must be prepared and able to handle with composure and tact a high volume of repetitive customer interactions over the telephone in a fast paced environment. Always keep a smile in voice. Will handle hotel room reservations and casino offers. Handles additional offers for special events as required. Handles guest room deposits via credit cards that are placed on reservations. Maintains knowledge and ability to multi-task multiple systems to include but not limited to hotel property management systems, central reservations systems, revenue management systems, and call center systems. Utilizes Microsoft Office suite programs. i.e. Microsoft Office products, Excel, Word, Outlook etc. Assists with overflow calls from other properties as required. Maintains an effective and professional manner with all customers. Performs filing assignments as directed. Works safely, following all established safety rules and regulations. Communicates effectively with co-workers, supervisors and guests. Follows all relevant policies and procedures. To view full details and how to apply, please login or create a Job Seeker account