Customer Service Representative I

Pay Rate: $18.00 an hour with $2.00 an hour additional shift differential on swing and grave shift

SUMMARY:  To answer incoming calls, redirect callers, respond to property-related inquiries, and make hotel reservations.  Responsible for a high level of guest service as described in your departments guest service standards. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer incoming calls providing detailed information for the property (including amenities, promotions, events, and Passport club information), provide directions to the property and address complaints
• Manage reservations for the property including hotel, restaurants, dinner cruises and promotional events being sure to accurately quote rates
• Input detailed information into the Property Management System and accurately and efficiently processes advance deposit credit card information
• Alert Security to potential problems and emergencies
• Determine guest room numbers, extensions, request service follow-up calls and provide reservation confirmation numbers
• Assist in promotional events as needed

KNOWLEDGE AND CERTIFICATION, SKILLS AND ABILITIES

Knowledge and Certification

Required:

• High School Diploma/GED or equivalent experience

Preferred:

• 1-year call center or reservation agent experience preferably in a hotel or casino environment

Skills

Required:

• Accurate and detail-oriented
• Highly organized and ability to adapt quickly to changing priorities
• Strong computer skills Microsoft Office (Word, Excel and Outlook) and Windows
• Excellent written, verbal and interpersonal communication skills
• Must be able to read and write English
• Proven to accurately type 35 wpm

Abilities

Required:

• Ability to follow established dress code policies and practice good personal hygiene
• Ability to interact with guests, coworkers and management in a professional and courteous manner
• Ability to maintain a fast paced work environment
• Ability to enthusiastically and professionally sell and / or up-sell property amenities
• Ability to speak in a clear, concise and pleasant voice
• Ability to answer a multi-line phone system in a professional and courteous manner
• Ability to operate phone and computer systems simultaneously
• Working knowledge of phone systems and computer applications

REQUIRED TRAINING

• Treasure Island guest service training
• Phone system
• Hotel reservation system
• Event tracking
• Promotional systems
• Any position-related training as determined by department manager

PHYSICAL DEMANDS

• Must be able to sit for long periods of time with occasional amounts of walking and standing
• Must have a good sense of balance, and be able to bend and kneel infrequently
• Must be able to reach and twist occasionally
• Must be able to push, pull and grasp objects occasionally
• Must have the ability to independently lift up to 5 pounds occasionally
• Must be able to perform repetitive hand and wrist motions
• Must have good eye hand coordination

WORKING ENVIRONMENT

• Work is performed primarily in administration building but may require going onto the gaming floor, which includes flashing lights, frequent loud noises and cigarette smoke
• 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