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Customer Service and Reservations Specialist
2 months ago
The Reservations and Customer Care Representative plays a crucial role in delivering exceptional service to guests by effectively communicating the offerings of Ocean Casino Resort.
Key Responsibilities
- Handling incoming calls in a dynamic environment, addressing inquiries ranging from account details to intricate reservations for accommodations, dining, events, transportation, and entertainment.
- Responding to customer inquiries via email, adhering to guidelines established by management.
- Leading conversations while actively listening to customer needs and preferences.
- Ensuring that all customer requests for reservations and services are fulfilled and confirmed in accordance with management protocols.
- Identifying and leveraging opportunities for upselling and cross-selling where applicable.
- Consistently portraying a positive image of Ocean Casino Resort during all customer interactions.
- Escalating complex issues to Call Center Supervisors when necessary.
- Providing valuable feedback to Call Center Supervisors based on customer interactions to enhance processes and service offerings.
- Performing additional related duties as assigned.
- Ability to manage a high volume of customer interactions with professionalism and patience in a fast-paced, sales-driven environment.
- Capability to remain seated for extended periods while engaging in repetitive tasks, including data entry and monitoring computer screens.
- Flexibility in scheduling to accommodate varying call volumes, including potential weekend and holiday shifts.
- A minimum of one year of relevant experience in a customer service or contact center role.
- Proficient computer skills, including a solid understanding of telephone etiquette.
- Familiarity with property management and reservation systems, along with proficiency in Windows and MS Office applications, is advantageous.
- Strong verbal communication abilities.
- Experience in a sales-oriented customer service environment is preferred.
- Background in handling reservations or experience in the hospitality industry is a plus.
- Proficient communication skills in English are essential.
- Complimentary meals during shifts.
- Opportunities for training and professional development.
