Job added in hotlist
Applied job
Contract job
90-day-old-job
part-time-job
Recruiter job
Employer job
Expanded search
Apply online not available
View more jobs in Bernalillo, NM
View more jobs in New Mexico
View Similar Jobs

Job Details

CALL CENTER AGENT

Company name
Santa Ana Star Casino

Location
Bernalillo, NM

Apply for this job






1 hit(s)  

Profile

CALL CENTER AGENT

Job Description

Location

Hotel

Employment Status

Full-Time

Shift

Varies

Category

Hotel

Summary:

Provides high level of focus on guest satisfaction through building guest relations and being attentive to guest needs. Successful candidate will be responsible for greeting guests on the phone in an enthusiastic, professional and friendly manner. Answers telephone calls and directs them to proper party and answers guest questions. Provides accurate directions and information to guests. Typing and filing as required. Performs complex clerical work involving independent judgement and requiring accuracy and speed. Timely and smoothly processing hotel reservations is a fundamental requirement. Candidate is expected to meet and/or exceed applicable service standards and property management system steps. Candidate must exemplify a high level sales capacity.

Major Responsibilities/Activities:

Answers incoming phone calls during designated shift and routes calls to appropriate person/department.

Provides guests with general information about the Casino and Hotel amenities and services including outlet/venue hours of operation, point of contact, and event locations, events, gaming offerings and locations and promotions.

Accurately booking reservations while delivering an exceptional guest service.

Approachable demeanor and follows a script when answering phones and booking reservations.

Anticipates guest needs, and remembers their preferences and offers services accordingly.

Maintains an expert level of knowledge of the property, surroundings, directions and events.

Exemplifies excellent knowledge of room types, their locations in the building and details of the amenities offered.

Books all type of reservations comp, retail, packages, group, conventions, and F&B related.

Pre-assigns rooms and suites when necessary.

Maintains the integrity of room blocks, follows established policies when exercising overbooking.

Remains calm and able to fully focus under pressure while navigating through the property management system.

Regardless of the environmental factors surrounding the individual that may be disruptive, maintains and pays full attention to the guest on the phone.

Ensures that every guest interaction is courteous, highly informative and of course personable.

Maintains guest confidentiality at all times.

Performs at a sales executive capacity & up-sells at all times in order to reach the highest revenue optimization.

Ensures all reservations are guaranteed by credit card and are in accordance to the established policies and procedures.

Completes all reports accurately and on time.

Provides assistance and support to overall company operations by serving as a communication hub in case of an emergency.

Exhibits passion for the hospitality and gaming experience of our guests.

Takes personal responsibility for delivering excellent guest experience.

Ensures guests’ issues are resolved in a prompt, courteous and efficient manner.

Knows the overall property, the gaming offerings, and their locations.

Shares guest feedback with appropriate parties in order to maintain continuous improvement.

Welcomes corrective and/or constructive feedback.

Performs other duties as assigned.

Minimum Requirements:

Preference is given to qualified Santa Ana Tribal Members.

High School Diploma or GED required.

Must have excellent oral communication skills. Must know correct business English, including grammar, spelling, punctuation, and vocabulary.

Prior knowledge and experience on Property Management Systems (PMS) is highly preferred.

Must be able to have a working knowledge of Microsoft applications specifically Word and Excel.

Work schedule flexibility consistent with needs of the business.

Must be able to attend all required staff meetings and training sessions.

Must be able to obtain and maintain a Pueblo of Santa Ana Gaming and Regulatory Commission non-key gaming license.

Essential Mental Functions:

The essential mental functions described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Maintains a strict level of confidentiality regarding company information.

Must be able to work independently and exercise good judgment in handling a variety of situations.

Ability to read and interpret documents, such as safety rules, operating and maintenance instructions, and procedure manuals.

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.

Ability to apply commonsense understanding to carry out instructions furnished in written, oral or diagram form.

Must be able to deal with stressful situations in a professional manner.

Essential Physical Functions:

The essential physical functions described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to talk or hear. Regularly required to sit, stand; walk; and use hands to finger, handle, or feel objects, tools or controls.

Manual and finger dexterity for operation of personal computer and routine paperwork.

Occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch or crawl. Ability to lift up to 25lbs

Must be able to work various hours including weekends and holidays.

Must be able to work at a fast pace.

Must be able to handle stress effectively.

Must be able to sit for a long durations of time.

Physical ability to safely perform the essential job functions of the position.

Equipment Used:

Computer

Multi-line telephone

Microsoft Window Based Computer Programs

All additional office equipment

Computer Software including spreadsheet software and word processing software (Microsoft products including Word, Excel, Outlook)

Extensive usage of the Property Management System

Copiers, fax machines and other traditional office equipment

Work Environment:

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

The noise level in the work environment is usually loud. Team Member will be exposed to inclement weather and a second-hand smoke-filled environment.

Skills/Requirements

Job Reference #:

4429

Company info

Santa Ana Star Casino

Company Profile

Similar Jobs:
Employee Services Contact Center Agent
location Albuquerque, NM
Employee Services Contact Center Agent','202582','!*!GENERAL SUMMARY:  Deliver Tier 1 customer service support via telephone to Store and Corporate employees. Areas of support include policy and procedure related to Payroll, Benef...
\n\nJob Description\nHours :-          M-F only 8-5:30pm or until the last call is out of the Queue - some OT is required\r \rJob Description:\r \r·         Call Center is the primary point of contact for providers and beneficiari...
CONTACT CENTER REPRESENTATIVE
location Albuquerque, NM
About UsPresbyterian Healthcare Services is a locally owned, not-for-profit healthcare system of eight hospitals, a statewide health plan and a growing multi-specialty medical group. Founded in New Mexico in 1908, it is the state’...
I like the volume of jobs on EmploymentCrossing. The quality of jobs is also good. Plus, they get refreshed very often. Great work!
Roberto D - Seattle, WA
  • All we do is research jobs.
  • Our team of researchers, programmers, and analysts find you jobs from over 1,000 career pages and other sources
  • Our members get more interviews and jobs than people who use "public job boards"
Shoot for the moon. Even if you miss it, you will land among the stars.
CallCenterCrossing - #1 Job Aggregation and Private Job-Opening Research Service — The Most Quality Jobs Anywhere
CallCenterCrossing is the first job consolidation service in the employment industry to seek to include every job that exists in the world.
Copyright © 2018 CallCenterCrossing - All rights reserved. 21