Rep - Call Center Full Time

• →Enhances the guest experience by providing exceptional service.
• →Ensures calls are answered promptly and in accordance to department standards.
• →Answer incoming phone calls, and/or transfer to appropriate department or guest room
• →Responds to inquiries regarding property – i.e. directions to property, players club, entertainment, hours of operation of venues, etc.
• →Relays “guest requests” to appropriate staff.
• →Enters text messages for guests into the property’s management system as requested; relay guest messages.
• →Follows established emergency procedures and acts as a communications link in emergency situations.
• →Processes and/or make reservations, uses guest name, checks availability, quotes rates, explains property amenities, closes sale, explains Track/Picks/Mix, describes
• →Hard Rock Rewards, and enters reservation for transient, casino and group guest into the property management system.
• →Answers fax and email inquiries.
• →Confirms and modify reservations.
• →Ensures that proper sales techniques and strategies are utilized to maximize occupancy, rates and revenue.
• →Assists guests in fulfilling their requests – room changes, extra amenities, etc.
• →Posts charges to guest folios when needed.
• →Assists guests in resolving complaints.
• →Email/fax guest credit card/gift card authorization forms and guest folios.
• →Confirm guest reservations weekly.
• →Pre-charge guest for package reservations.
• →Processes and submit end-of-shift reports.
• →Contacts Housekeeping, Guest Services and Facilities department when guests report room issues.
• →Reviews folios with guest ensuring accuracy; perform checkout.
• →Adheres to department and property policies and procedures.
• →Offers luggage assistance and have guest car pulled around with ticket number.
• →Make dinner reservations
• →Reserve complimentary concert tickets, gift offers, and casino trips as needed.
• →Reviews previous reservations and arrivals to check for accuracy.

• Must project a professional and positive image.
• High energy level.
• Excellent non-verbal communication skills – good posture, able to establish eye contact, and positive body language.
• Must project a professional and positive image.
• Ability to handle and carry out instructions.
• Must be able to maintain composure under stress in a fast pace work environment.
• Must be able to sit for long periods of time.
• Ability to work a flexible schedule.
• Excellent interpersonal and communication skills.
• Must be able to communicate clearly and effectively with all Hard Rockers and guests.
• Ability to understand and promulgate written memos, instructions, regulations.
• Basic reading and math skills.
• Ability to deal with people in a manner that shows sensitivity, tact, and professionalism.
• Proficiency in typing.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.