Customer Service Representative I

Treasure Island Resort & Casino • Welch, MN • 1d ago

Description

Pay Rate: $18.00 an hour with $2.00 an hour additional shift differential on swing and grave shift

SUMMARY: To answer incoming calls, redirect callers, respond to property-related inquiries, and make hotel reservations. Responsible for a high level of guest service as described in your departments guest service standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Answer incoming calls providing detailed information for the property (including amenities, promotions, events, and Passport club information), provide directions to the property and address complaints

Manage reservations for the property including hotel, restaurants, dinner cruises and promotional events being sure to accurately quote rates

Input detailed information into the Property Management System and accurately and efficiently processes advance deposit credit card information

Alert Security to potential problems and emergencies

Determine guest room numbers, extensions, request service follow-up calls and provide reservation confirmation numbers

Assist in promotional events as needed

KNOWLEDGE AND CERTIFICATION, SKILLS AND ABILITIES

Knowledge and Certification

Required:

High School Diploma/GED or equivalent experience

Preferred:

1-year call center or reservation agent experience preferably in a hotel or casino environment

Skills

Required:

Accurate and detail-oriented

Highly organized and ability to adapt quickly to changing priorities

Strong computer skills Microsoft Office (Word, Excel and Outlook) and Windows

Excellent written, verbal and interpersonal communication skills

Must be able to read and write English

Proven to accurately @type 35 wpm

Abilities

Required:

Ability to follow established dress code policies and practice good personal hygiene

Ability to interact with guests, coworkers and management in a professional and courteous manner

Ability to maintain a fast paced work environment

Ability to enthusiastically and professionally sell and / or up-sell property amenities

Ability to speak in a clear, concise and pleasant voice

Ability to answer a multi-line phone system in a professional and courteous manner

Ability to operate phone and computer systems simultaneously

Working knowledge of phone systems and computer applications

REQUIRED TRAINING

Treasure Island guest service training

Phone system

Hotel reservation system

Event tracking

Promotional systems

Any position-related training as determined by department manager

PHYSICAL DEMANDS

Must be able to sit for long periods of time with occasional amounts of walking and standing

Must have a good sense of balance, and be able to bend and kneel infrequently

Must be able to reach and twist occasionally

Must be able to push, pull and grasp objects occasionally

Must have the ability to independently lift up to 5 pounds occasionally

Must be able to perform repetitive hand and wrist motions

Must have good eye hand coordination

WORKING ENVIRONMENT

Work is performed primarily in administration building but may require going onto the gaming floor, which includes flashing lights, frequent loud noises and cigarette smoke

Must be willing to work a flexible schedule including all shifts, weekends and holidays

Extensive computer use

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