YOUR MISSION (The Job Description) The Call Center Agent will play an important role in handling hotel room reservations, dining reservations and cabana requests in an efficient, courteous manner, and for up selling the hotel to achieve maximum efficiency. The Call Center Agent will also be responsible for handling casino guests, providing all the same services in relation to their player status.
THE NITTY-GRITTY (The Essential Job Duties) Including but not limited to: This role will work closely with Room Reservations Manager to:
- Receive internal and external calls to answer questions, direct calls or provide general information
- Meet department standards regarding dialogue and customer courtesy
- Provide accurate information to appropriate authorities/departments during emergencies
- Assist in-house guests with all requests and challenges including but not limited to engineering challenges, housekeeping needs and general questions
- Answer internal phone calls from food and beverage outlets with questions regarding charging privileges, room service amenities, and pre-authorization of charges.
- Process guest departure requests, including settling the bill, arranging, and posting late check-out fee, and finalizing departure requests such as emailing or faxing the guest's folio
- Perform other duties as assigned
WHAT IT TAKES (The Qualities We Look For) - Great collaborators with the ability to create excellent working relationships across the group. Collaborative approach with all departments
- Ability to break down barriers and resolve potential conflicts swiftly and effortlessly
- Effective communication and presentation skills to all levels of management
- Creativity and innovation are essential.
- Ability to think freely and approach all issues with a completely fresh approach
- Ability to anticipate needs and over-deliver wherever possible
- Candidates must think on their feet and use their initiative to solve problems and deliver solutions
- Excellent customer relations, communication, presentation and organization skills of utmost importance
- Able to change direction and work on multiple project aspects at once
- Enthusiastic, passionate, able to inspire and motivate others
- Leadership ability and behavior consistent with Virgin Hotels Core Values: Fun, innovative, original, and personable, and striving to deliver high quality and brilliant customer service
MUST HAVE'S - Current, legal, and unrestricted ability to work in the United States
- High school or equivalent education required
- Food Service Handler Card that is currently valid for a minimum of at least 6 months
- Preferred: 1-2 years' experience in a full-service restaurant or lounge
- Ability to work a flexible schedule
- Always communicate effectively with all levels of employees as well as all external contacts
- Effective written and verbal communication skills required
- 6 months to a year of call center experience
- 6 months to a year of customer service experience
- Use all equipment associated with the position, including but not limited to computer keyboard, PBX NEC console system, Agilysys AS400, LMS property management system, and two-way radios and cellular phone equipment
- Use a computer effectively to access, understand, and input customer information
- Effectively communicate in English with customers and co-works
- Review and comprehend all necessary documentation
THE WORKING CONDITIONS - Lift and move up to 40 pounds
- Must be able to withstand prolonged standing, stretching, bending, and kneeling without restriction, work indoors and be exposed to various environmental factors such as, but not limited to, CRT fatigue, sound, dust, cigarette smoke, and pet dander/hair
- Must be able to work in a fast-paced, busy, and somewhat stressful environment, and maintain physical stamina and mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines
- Work is performed on site
- Schedule may include working nights, weekends, and holidays
VALUABLE TRAITS - 50% logical / 50% creative / 100% AWESOME
- Enjoy working with a team and alone as the situation dictates.
- Adaptive, Flexible.
- Embody "great attitude."
- Unwavering integrity and endless work ethic.
- Appreciate constructive feedback, as well as graciously providing the same.
- Tenacious and self-motivated
This is not an exhaustive list of duties, responsibilities, and conditions. Virgin Hotels celebrates diversity and is proud to be an Equal Opportunity Employer