Customer Service Representative

2 weeks ago

Las Vegas, Nevada, United States Rio Hotel and Casino Full time
Job Title: Call Center Agent

At Rio Hotel and Casino, we are seeking a highly skilled and customer-focused Call Center Agent to join our team. As a Call Center Agent, you will be the primary point of contact for our guests, providing responsive, resourceful, and personalized service while promoting and confirming reservations for rooms, suites, shows, amenities, and restaurants.

Key Responsibilities:
  • Cultivate return business by communicating our philosophy of hospitality in all customer interactions.
  • Demonstrate a complete working knowledge of all Rio property room types, room amenities, restaurants, shows, and general knowledge of the hotel/casino.
  • Promote and market upsells of rooms and suite types, restaurants, and shows.
  • Provide the highest level of customer service, verifying availability and confirming reservations.
  • Responsible for changing, canceling, and reconfirming existing and future reservations as necessary.
  • Track and follow established room block and restrictions when notified by management.
  • Call transfers to other departments when necessary.
  • Forward and deliver guest correspondence when requested.
  • Answer all incoming calls in a timely manner.
Requirements:
  • Minimum of one year of customer service experience preferred.
  • Excellent verbal communication skills with a consistent pleasant tone and positive sentiment.
  • Excellent organizational skills with the ability to multi-task and perform under pressure.
  • Aptitude to learn multiple computer systems.
  • Basic computer skills including knowledge of function keys, using a mouse, basic navigation, and Microsoft Office necessary.
  • Practical proficiency of Hotel/Casino Property Management Systems - Opera preferred.
  • Ability to multi-task within multiple telephone queues and systems.
  • A positive attitude and ability to be a team player are essential.
  • Ability to work any shift - all hours, all days of the week, day, afternoon, swing, graveyard.
  • High School Diploma or equivalent.
  • At least 18 years of age.
Preferred Qualifications:
  • Prior Call Center, Room Reservations, or Front Desk Hotel and/or Casino industry experience preferred.
  • Bilingual preferred.
Working Conditions:

Work is performed indoors in a climate-controlled environment and exposed to various environmental factors such as but not limited to noise, dust and smoke.

Closed spaces while working with others.

Pay Range: $21/hour.

Rio Las Vegas is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

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