Treasure Island Resort & Casino

Call Center Agent

Category
Marketing
Shift
Swing/Second
Type
Full-Time

Overview

SUMMARY: To answer incoming calls, respond to questions regarding the entire property, and make hotel and other reservations. Responsible for a high level of guest service as described in your departments guest service standards.

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
  • Make hotel reservations to specific guest requests for transient, group and coupon sales along with most complimentary sales following set yield management strategies
  • Input detailed information into the Property Management System and accurately and efficiently processes advance deposit credit card information
  • Take event and restaurant reservations and sell show tickets
  • Alert Security to potential problems and emergencies
  • Determine guest room numbers, extensions, request service follow-up calls and provide reservation confirmation numbers

Qualifications

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 verbal and interpersonal communication skills
  • Proven to accurately type

Preferred:

  • Excellent problem solving skills

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 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

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