ESSENTIAL FUNCTIONS:

Handles all incoming telephone calls, inquiries and requests directed through PBX by current and potential guests. Up sells reservations and services. Provides customers with casino, hotel and event information. Looks up guest promotional offers in the player management database. Courteously answer incoming telephone calls, connecting to appropriate department, hotel guest or hotel/casino personnel. Recognize, document and alert the supervisor of trends in customer calls. Input text messages for hotel guests and expected guests. Handles paging for key personnel. Maintains awareness by reading memos and white board. Communicates any emergency situation to immediate supervisor as dictated by emergency policy. Takes and executes wake-up calls for guest. Log wake-up calls and checks for accuracy. Logs outgoing calls in phone log book. Work varied shifts, including weekends and holidays. Recommend process improvements.

 

JOB PREREQUISITES:

Above average oral communication skills Excellent customer service Problem solving capability High capacity for learning

 

This Job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her Supervisor.