Customer Service Ambassador
4 weeks ago
As a Guest Services Representative at Rivers Casino, you will be a key point of contact for our guests, handling incoming and outgoing calls, reservations, inquiries, and promoting our casino offerings. This role requires a dedicated individual who is passionate about delivering exceptional customer service and contributing to our overall guest experience.
### Key Responsibilities
* Utilize various systems to efficiently manage incoming and outgoing calls and provide accurate information.
* Operate the switchboard phone system, ensuring prompt and courteous handling of all calls.
* Screen and transfer calls to appropriate departments, ensuring effective communication and routing.
* Proactively gather guest information for follow-up, contributing to our outbound calling program.
* Maintain and update the phone directory and tree, ensuring accurate and up-to-date information for seamless communication.
* Assist with reservations, upselling where possible, and providing accurate information about our promotions and packages.
* Communicate effectively and respectfully with customers through various channels, including phone, email, and messaging.
* Stay informed about the latest casino promotions, social media activity, and digital campaigns to provide accurate information to guests.
* Handle guest inquiries, complaints, and requests promptly and professionally, escalating when necessary.
* Maintain confidentiality of guest information and handle sensitive data with discretion.
* Maintain knowledge of the casino and hotel amenities, including operational hours and relevant policies.
### Qualifications
* Previous experience in a high-volume call center is preferred.
* One or more years of hospitality reservations experience is advantageous.
* Demonstrated ability to provide excellent guest service.
* Strong multitasking abilities and prioritization skills.
* Proficiency in communication, both verbal and written, in English.
* Familiarity with computer systems and software, including Microsoft Office and Google Suite.
* Strong interpersonal skills and a friendly, team-oriented attitude.
* Willingness to work flexible shifts, including weekends, holidays, and special events.
### Physical Requirements
* Prolonged periods of sitting.
* Physical ability to handle bending, reaching, and lifting up to 25lbs.
* Must have the ability to read, analyze, and interpret documents.
* Must have the finger/hand dexterity to maneuver on a computer keyboard and other office machinery.
We are seeking a dedicated individual who is passionate about delivering exceptional customer service and contributing to our overall guest experience.
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