Call Center Operator - Full Time

ESSENTIAL DUTIES AND RESPONSIBILITIES
Primary duties and responsibilities include, but are not limited to, the following:
•    Answer incoming telephone calls courteously and connect/transfer to appropriate departments, guests, or other hotel/casino personnel. 
•    Maintain knowledge of all property services/features, as well as a familiarity of local events and attractions to accurately respond to guest inquiries.
•    Relay information to guests regarding hours of operation, events, property amenities, directions etc.
•    Book, quote, cancel, or otherwise modify room reservations at the request of guests.
•    Redeem offers for hotel, casino, and event promotions. 
•    Answer questions and offer additional assistance to promote guest satisfaction.
•    Respond to guest inquires via text message and email with professional verbiage and punctuation. 
•    Input service orders on behalf of guests or other departments/personnel on property.
•    Utilize multiple programs and applications to execute job responsibilities in a timely and efficient manner.
•    Any other duties as assigned within the scope of this position.

KNOWLEDGE/SKILLS/ABILITIES
    Excellent verbal and written communication skills required.
    Ability to multitask between several software programs to properly handle room reservations and PBX requests. 
    Capable of adapting to fluctuating business demand, which may result in a change of priority and focus between assigned tasks throughout shifts. 
•    Proactive and works well under pressure in a fast-paced environment.
•    Outstanding coordination and organizational skills. High degree of accuracy and attention to detail.
•    Ability to speak Spanish preferred but not required.
•    Ability of simple reading, writing, math, and complex task completion skills is required.
•    Must have the following skills: following instructions, memorization, and problem solving..
•    Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate.
•    Must be a minimum of 18 years of age.

EDUCATION and/or EXPERIENCE
•    Minimum 2 years’ guest service experience or any combination of education, training, or experience that provides the required knowledge, skills, and abilities.

PHYSICAL DEMANDS
•    While performing the duties of this job, the team member is constantly sitting and occasionally walking over the duration of their shift.
•    Must be able to lift/carry 10lbs or less occasionally.
•    The team member will constantly have repetitive use of both hands. Finger dexterity of both hands will be constantly required.
•    Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision.
•    The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT
•    Work performed indoors, alone and frequently around others. Team Member will perform work face-to-face including verbal contact with others around computer equipment.
•    The noise level in the work environment is usually moderate.
•    Team Member may be exposed to secondhand smoke. 
•    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.