Casino Call Center Operator - Lincoln, United States - Thunder Valley Casino Resort

Thunder Valley Casino Resort

Verified Company

Lincoln, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Overview:

The Call Center Agent provides superior Four-Diamond Guest service by assisting as a single point of contact for all incoming calls to Thunder Valley Casino Resort in a professional and pleasant manner.

The Call Center Agent will support the property by being information experts for all Resort departments including, but not limited to Hotel, Spa at Thunder Valley, all food and beverage outlets, gaming, entertainment and promotions.

Responsibilities must be performed in accordance with all Company standards, policies, and procedures.
This position pays $19/HR. Schedule is 7pm-3am.

Essential Functions:

Practice, support, and promote Thunder Valley Casino Resort's "Winning Attitude" companywide culture and demonstrate AAA Four Diamond service standards at all times.
Anticipate Guests' needs using active listening skills and openended questions.
Acknowledge all Guests and respond promptly, however busy and whatever time of day.
Create, modify, and cancel Hotel, Spa at Thunder Valley, and dining reservations which may include processing credit card transactions.
Maximize rate for all reservations, and when applicable, use upselling sales techniques to entice, persuade, and educate the Guest.
Direct calls to appropriate Guest rooms, staff, or departments as necessary.
Page Guests using the public address system in a courteous and understandable manner.
Provide information to callers regarding the facilities and amenities, directions, and upcoming events.
Explain and understand hotel and resort policies and practices.
Explain Thunder Rewards Card levels and benefits and encourage Guests to utilize the program. Utilize player tracking system to review Guest information including, but not limited to confirmation of exclusive hotel offers.

Maintain complete knowledge of:

All resort departments, services, amenities, hotel information, and hours of operation.
Special events scheduled in the hotel.
Promotions and entertainment schedule.
Gaming and food and beverage offerings.

Minimum Qualifications:

One (1) year of customer service experience required. Hospitality experience preferred.
High school diploma or equivalent.
Ability to speak and write fluently in English.
Must possess outstanding Guest service skills as well as professional and sophisticated communication skills including active listening skills. Ability to communicate effectively with Guests, Team Members and Management in both written and verbal form.
Ability to perform general clerical work and operate a business office machines and a computer in the performance of assigned tasks.
Ability to perform multiple tasks in an intense, everchanging environment. Ability to remain calm and polite especially during emergency situations and during periods of heavy business activity.
Demonstrated ability to be a selfmotivated team player and problem solver.
Must be at least 18 years of age.
Must be able to obtain UAIC Tribal Gaming License.

Physical Requirements:

Requires normal, corrective vision range, the ability to see color and the ability to distinguish letters, numbers and symbols.
Ability to communicate effectively both orally and in writing.
Ability to view a computer monitor for duration of shift.
Ability to sit for duration of shift.
Manual dexterity to operate telephone console keypad, keyboard, and other job related equipment.

If you feel that this position is a great match for your interests and skills, click the button to apply.

Thank you again for considering joining the Thunder Valley Casino Resort team