Job Description :
Provides telephone customer service support for all calls received while maintaining the core experience guidelines at SAHARA Las Vegas.
Also r esponsible for assisting casino guests and hosts with all reservation requests.
Job Focus :
Focus is on, but not limited to the following :
- Answers all guest inquiries while maintaining current knowledge / familiarity with all hotel services / features and local attractions
- Assist all casino and transient guests with reservation requests, including but not limited to rooms, shows, dinners, limos and amenities
- Ability to read / understand and evaluate casino play and hotel offers
- Provide support to Casino Hosts, Loyalty Club, and VIP Check-In
- Upon checkout issue comps based upon casino play & in accordance with comp criteria
- Ensure compliance of brand standards, operating procedures, and policies
- Performs all other job related duties as assigned
- Ensures all call transfers are appropriately routed to the requested destinations
- Ensures that call productivity is meeting the service guidelines set forth by the department and company
- Effectively inputs guest, room and pertinent information accurately into the Hotel PMS
Desired Qualifications :
- High School Diploma or equivalent is required
- Must have the ability to effectively communicate in English, both written and verbal forms
- One to two (1-2) years' experience in a Hotel and / or Hospitality high volume reservation call center
- A professional demeanor and attire is to be maintained at all times
- Must have strong interpersonal and organizational skills
- Ability to working independently with little to no supervision
- Must be able to perform in a team environment
- Possess the ability to motivate and maintain effective working relationships across all levels of staff and leadership
- Previous experience in a Gaming or Hospitality environment is desired
- Must have exceptional time management skills
- An intermediate to proficient understanding of Computer systems such as : Microsoft Word, Excel & Outlook is preferred
- Proven ability to resolve guest conflicts with ease or determine if management is needed in certain guest situations
- A valid Nevada Gaming License is required and must be obtained before entering this position
- Must be 21 years of age or older
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