CALL CENTER AGENT - 55HCCA

## Overview **AGE REQUIREMENT: 18 years or older** **Position Summary:** Responsible for answering, routing and making reservations for a variety of calls in an inbound call center environment while promoting and exhibiting World Class Guest Service to all the Isleta Resort and Casino employees and guests. **Isleta Resort and Casino Guest Service Agreement** All Team Members will display 100% commitment to World Class Guest Service through the delivery and maintenance of Guest Service Standards established by the Isleta Resort and Casino. **Essential Functions and Responsibilities:** This list of tasks is illustrative ONLY and is not a comprehensive listing of all functions and tasks performed by positions in this class. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned. - Interacts heavily with guests. - Answers and routes hotel operator phone calls - Makes reservations on reservations phone lines. - Enters guest reservations in the Isleta Resort and Casino Management System (PMS) quickly and accurately while upselling using the hotels selling strategy and knowledge of all rates, package plans and hotel services. - Responds to inquiries, routes service issues to appropriate personnel, and provides general information in an efficient, courteous, and professional manner to achieve maximum guest satisfaction. - Assists guests with all inquiries in connection with resort services, in-house events, directions, and local attractions. - Maintains a working knowledge of the sales, front office, credit policy, hotel room types, hotel services and Casino promotions. - Promotes and ensures an open and welcoming atmosphere that promotes skill enhancement. - Greets internal and external guests, maintains a friendly and inviting atmosphere, and promotes positive guest relations through prompt, courteous, and efficient service. - Gives basic instruction and information on all promotions and special events, as requested. - Occasionally performs other duties as assigned. - Will handle cash, credit card or check transactions and adheres to all cashiering procedures. - Verification of all credit card, cash and check transactions during a given shift. **Accountability and Supervision:** None **Education and Experience:** - High School Diploma or General Educational Degree (GED) equivalent, preferred. - One (1) year heavy guest/customer service experience, preferred. - One-year hotel or food and beverage experience a plus - Three (3) months of cash handling experience, preferred **Special Requirements, Licenses, and Certification** - Must be able to acquire and maintain a Key Gaming License issued through POIGRA. - Must be able to successfully pass a pre-employment drug test and background investigation. - Must be flexible with work schedule. Must be willing to work any days/hours as needed or required to meet business needs. - Must maintain all Isleta Resort and Casino-wide educational and certification requirements. **Knowledge, Skills, and Abilities:** - Must be able to take direction and feedback well. - Must possess moderate computer skills and be able to operate Microsoft applications and software. - Must be able to accurately and successfully perform several tasks and meet deadlines under high levels of stress and with minimal supervision. - Must possess strong organizational and time management skills while paying close attention to details such as spelling, numbers, and grammar. - Must be able to communicate, in writing and verbally, in English and in an effective, informative, and professional manner and be able to convey denials and/or defuse hostile guest situations with ease and tact. - Must possess a highly developed sense of customer service and interpersonal skills including high integrity and respect for individuals. - Must possess and exhibit a positive attitude towards internal and external guests at all times. - Must po…