Customer Service Reservations Specialist

1 week ago


New York, New York, United States Ocean Casino Resort Full time

The Hospitality Reservations Agent plays a vital role in delivering exceptional service by informing customers about the offerings of Ocean Casino Resort.

Key Responsibilities

  • Handling incoming calls in a dynamic environment, addressing inquiries ranging from account details to intricate bookings for accommodations, dining, events, transportation, and entertainment.
  • Responding to customer emails with professionalism, adhering to guidelines set by management.
  • Leading each interaction while actively listening to customer needs.
  • Ensuring customer requests for bookings and services are fulfilled and confirmed according to management protocols.
  • Identifying and leveraging opportunities for upselling and cross-selling when specific requests cannot be accommodated.
  • Consistently presenting a positive image of Ocean Casino Resort during customer interactions.
  • Escalating complex issues to Call Center Supervisors as necessary.
  • Providing valuable feedback to Call Center Supervisors based on customer interactions to enhance processes and service offerings.
  • Performing additional related duties as assigned.
Essential Functions
  • Must be equipped to manage a high volume of repetitive customer interactions with poise in a fast-paced, sales-driven environment.
  • Must maintain a seated position throughout the shift, engaging in tasks that require repetitive motion (data entry) and prolonged screen time.
  • Must exhibit flexibility in scheduling, as shifts may vary based on call volume, including weekends and holidays.
Qualifications
  • A minimum of one year of relevant experience in an inbound contact center.
  • Proficient computer skills beyond basic typing, with a solid understanding of telephone etiquette.
  • Familiarity with property management and reservation systems, along with proficiency in Windows and MS Office, is advantageous.
  • Strong verbal communication abilities.
  • Experience in a sales-focused inbound call environment is preferred.
  • Background in handling reservations or experience in the casino/hospitality sector is a plus.
  • Ability to communicate effectively in English.
Perks
  • Complimentary meal during shifts.
  • Opportunities for training and professional development.


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