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    Guest Services Representative - Pittsburgh, United States - Rivers Casino

    Rivers Casino
    Rivers Casino Pittsburgh, United States

    3 weeks ago

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    Description
    Title: Guest Services Representative – Rivers Casino Call Center

    Job Summary: Join our team at Rivers Casino as a Guest Services Representative in our fast-paced and dynamic call center. As a key point of contact for our guests, you will be responsible for handling incoming and outgoing calls, reservations, inquiries, and promoting our casino offerings. We are seeking a dedicated individual who is passionate about delivering exceptional customer service and contributing to our overall guest experience.

    Key Responsibilities:
    • Utilize various systems to efficiently manage incoming and outgoing calls and provide accurate information.
    • Operate the switchboard phone system, ensuring prompt and courteous handling of all calls.
    • Screen and transfer calls to appropriate departments, ensuring effective communication and routing.
    • Proactively gather guest information for follow-up, contributing to our outbound calling program.
    • Maintain and update the phone directory and tree, ensuring accurate and up-to-date information for seamless communication.
    • Assist with reservations, upselling where possible, and providing accurate information about our promotions and packages.
    • Communicate effectively and respectfully with customers through various channels, including phone, email, and messaging.
    • Stay informed about the latest casino promotions, social media activity, and digital campaigns to provide accurate information to guests.
    • Handle guest inquiries, complaints, and requests promptly and professionally, escalating when necessary.
    • Maintain confidentiality of guest information and handle sensitive data with discretion.
    • Maintain knowledge of the casino and hotel amenities, including operational hours and relevant policies.
    • Perform other duties as assigned to contribute to the smooth functioning of the call center and overall guest experience.
    Qualifications:
    • Previous experience in a high-volume call center preferred.
    • One or more years of hospitality reservations experience is advantageous.
    • Demonstrated ability to provide excellent guest service.
    • Strong multitasking abilities and prioritization skills.
    • Proficiency in communication, both verbal and written, in English.
    • Familiarity with computer systems and software, including Microsoft Office and Google Suite.
    • Strong interpersonal skills and a friendly, team-oriented attitude.
    • Willingness to work flexible shifts, including weekends, holidays, and special events.
    Physical Requirements:
    • Prolonged periods of sitting
    • Physical ability to handle bending, reaching, and lifting up to 25lbs.
    • Must have the ability to read, analyze, and interpret documents
    • Must have the finger/hand dexterity to maneuver on a computer keyboard and other office machinery.
    The above duties and responsibilities are representative. Full job descriptions available upon hire.
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