Job Description
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Manage incoming calls by providing detailed information on property amenities, promotions, events and Passport Club benefits.
- Provide guests with clear directions to the property
- Effectively address guest questions, concerns and complaints
- Manage reservations for the property including hotel, restaurants, and promotional events being sure to accurately quote rates
- Input detailed information into the Property Management System
- Accurately and efficiently processes advance deposit credit card information
- Assist at promotional events
- Assist the Call Center Supervisors with scheduling
- Learn the systems utilized in the Call Center, aid with the training process and assist in creating the training manual
- Organize and maintain the policies and procedures manual
- Participate in the interview and selection process for new Call Center Representatives
- Maintain expertise in Casino Management Systems to effectively educate guests on usage, features and benefits
- Maintain on going proficiency in day-to-day Call Center operations to ensure seamless workflow and guest support
- Be the Guest X Champion for department
- Work 3 - 5 special events, including parades, concerts, fairs and festivals to assist with property needs
KNOWLEDGE AND CERTIFICATION, SKILLS AND ABILITIES Knowledge and Certification
Required:
- High School Diploma/GED or equivalent experience
- Current enrollment in 2 or 4-year post-secondary educational program pursing a degree in a field of study related to the area where the internship is being performed
Preferred: Guest Service experience
Skills
Required:
- Accurate and detail oriented
- Highly organized and ability to adapt quickly to changing priorities
- Excellent verbal and interpersonal communication and problem-solving skills
- Proven high guest service skills
- Proficient computer skills Microsoft Office (Word, Excel and Outlook) and Windows
Abilities
Required:
- Ability to work in a fast-paced environment
- Ability to interact with guests, coworkers and management in a professional and courteous manner
- Ability to follow established dress code policies and practice good personal hygiene
- Ability to speak in a clear, concise and pleasant voice
- Ability to retain large amounts of information regarding the property and its amenities
- Ability to read and write English
REQUIRED TRAINING - Treasure Island guest service training
- Marketing Operations systems (including casino management and promotions)
- Telephone Etiquette
- Any position-related training as determined by department manager
PHYSICAL DEMANDS - Must be able to walk, stand and/or sit for long periods throughout the day
- Must have a good sense of balance, and be able to bend, kneel, stoop and twist
- Must be able to push, pull and grasp objects occasionally
- Must have the ability to independently lift up to 25 pounds occasionally
- Must be able to perform repetitive hand and wrist motions
WORKING ENVIRONMENT - Office, restaurant, gaming floor and convention center environment including flashing lights, frequent loud noises and cigarette smoke and outdoors for guest events
- Must be willing to work a flexible schedule including all shifts, weekends and holidays
- Extensive computer use
- Occasionally overtime may be required
- Occasionally must deal with angry or hostile individuals
- High volume direct public contact
Job Tags
Internship, Work at office, All shifts, Flexible hours,