at Bally's (Dover Downs) in Dover, Delaware, United States
Job Description
Responsibilities:
- Customizes guest experience by coordinating and reserving room accommodations, redeeming available offers specific to player profile.
- Ability to lead the call without impacting actually listening to the voice of the customer.
- Ability to quickly and accurately input information into various systems.
- Seeks and acts upon opportunities to up-sell accommodations.
- Maintains guest confidentiality at all times when reviewing information.
- Registers guests in player tracking software for select invitational events.
- Effectively deal with job stress, angry callers and upset customers. Understand the impact of voice tone when speaking with guests.
- Follows department standards and sequence of service. Participates in shop reports, and makes adjustments based on feedback from supervisor or manager.
- Must have a clear speaking voice, be comfortable with phone work and date entry.
- Needs to be able to type information into computer while speaking to customer on the phone.
- Promotes positive and productive motivation within the department.
- Respond to all guest inquiries professionally, courteously and promptly.
- Must be prepared and able to handle with composure and tact a high volume of repetitive customer interactions over the telephone in a fast paced environment. Always keep a smile in voice.
- Will handle hotel room reservations and casino offers. Handles additional offers for special events as required.
- Handles guest room deposits via credit cards that are placed on reservations.
- Maintains knowledge and ability to multi-task multiple systems to include but not limited to hotel property management systems, central reservations systems, revenue management systems, and call center systems.
- Utilizes Microsoft Office suite programs. i.e. Microsoft Office products, Excel, Word, Outlook etc.
- Assists with overflow calls from other properties as required.
- Maintains an effective and professional manner with all customers.
- Performs filing assignments as directed.
- Works safely, following all established safety rules and regulations.
- Communicates effectively with co-workers, supervisors and guests.
- Follows all relevant policies and procedures.
