Call Center Reservations Agent - Everett, United States - Encore Boston Harbor

Encore Boston Harbor

Verified Company

Everett, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Part time

Description

Company Description
Encore Boston Harbor features 210,000 square-feet of gaming space including more than 3,000 slot machines and 240 table games.

Situated on the Mystic River in Everett, Massachusetts, and connected to Boston Harbor, Encore Boston Harbor boasts 671 spacious hotel rooms, a spa, salon and fitness center, specialty retail shops, 15 dining and lounge venues and more than 50,000 square feet of ballroom and meeting spaces.

The grounds feature a six-acre Harborwalk with pedestrian and bicycle paths that provide access to the waterfront, an event lawn, public art and ornate floral displays.

It is the largest private, single-phase development in the history of the Commonwealth of Massachusetts.

Job Description The Encore Boston Harbor Call Center Reservations Agent **is responsible for providing information and booking services for guests of the hotel, providing personalized services of the highest level including: room reservations, restaurant reservations, show tickets, transportation, shopping, and spa & salon services. Responsibilities include, but are not limited to; carrying out and maintaining processes, supporting the department and maximizing opportunities for departmental success; maintaining all Encore Standards; and ensuring excellent guest and team member experience.

JOB RESPONSIBILITIES:

Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.
Participate in the execution of shortand longterm departmental goals, objectives, policies, and operating procedures; monitors and evaluates operational effectiveness; effects changes required for improvement. Identifies key drivers of success.
Actively contributes to departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
Verifies that all applicable internal policies, federal and state laws, rules, regulations and propertywide controls are enforced within the department.
Delivers and maintains a maximum level of service.
Contributes to companywide communication and best practices.
Keeps informed of all new developments within the department.
Balances multiple priorities simultaneously and meets deadlines, often in stressful and highpressure situations.
Responsible for answering and efficiently handling or directing incoming calls.
Maximize potential revenue through selling services and amenities, including restaurant, room, and event reservations, with the highest level of integrity for our properties and the guest experience.
Assists guests by providing information about property amenities and events and the Red Card loyalty program via all applicable phone queues and communication channels.
Inputs, modifies and cancels reservations in the appropriate computer systems, using detailed data entry methods.
Listens and documents information accurately while on calls.
Authorizes credit card transactions, assists with billing questions, processes gift card orders, and performs occasional office administrative duties (faxing, coping, scanning, etc.)
Works with safety as a priority, and follows department and company safety standards.
Maintains relevant knowledge of industry through continuing education and training.
Performs any other jobrelated duties as assigned.

Qualifications JOB REQUIREMENTS**:

To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Age, Gaming and Certifications:

21 years of age or above.

Will be required to obtain and maintain registration or a license issued by the Massachusetts Gaming Commission.

Education and/or Experience:

High school degree or equivalent required. Call center experience preferred.

Computer skills and knowledge of Microsoft Office, a plus.

Outstanding organizational and interpersonal skills, as well as excellent attention to detail.

Prior knowledge of the following systems is preferred: FCS, Kronos, BirchStreet, AVPM, Medallia (Guest Survey), GoConcierge, and Opera.

Language Skills:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents. Ability to respond to common inquiries from other employees or guests. Conversational English required. Ability to write instructions. Ability to effectively present information.

Mathematical Skills & Reasoning Ability:

Ability to compute basic mathematical calculations. Ability to decipher various reports and maintain reports upon request.

Physical Demands:

The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential funct