Call Center Representative

at  Buffalo Run Casino Resort

POSITION DESCRIPTION:

Inside Sales’ primary role is to act as the primary growth engine for marketing. This position develops strategic relationships with guests and drives business to casino properties consistently converting sales calls into casino trips.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Must participate in telephone solicitation and coordinate personalized direct mailings for assigned guests.
• Greet guests with warmth and enthusiasm on the phone and in person if need be; build relationships with guests utilizing property amenities; including hotel, food outlets, and on-property concerts to strengthen loyalty and encourage repeat visitation. Respond to and consistently meet the needs of our guests.
• Must participate in telephone solicitation and coordinate personalized direct mailings for assigned guests.
• Build rapport through awareness and anticipating guests’ needs in the creation of their pre-trip itinerary. Ensure seamless hand-off of guests’ pre-trip itinerary for flawless on-property execution.
• Handle and resolve guest problems or service issues. Politely give consistent, timely, and accurate information and find answers when unsure.
• Support and cultivate new ideas and methods to deliver business solutions and meet goals set by the management team.
• Identify ways to increase efficiencies or improve loyalty or services.
• Must Possess effective decision-making and social skills and become knowledgeable of the hotel, casino, property events, and casino amenities including but not limited to business hours of operations.
• Ability to think independently in making decisions to maximize guest service experience and casino profitability.
• Ability to effectively manage time and perform multiple tasks simultaneously.
• Must have a systematic and process-oriented mindset to ensure seamless end-to-end guest experiences.
• Excellent interpersonal skills required.
• Must have excellent oral and written communication skills.
• Must be able to listen and respond to visual and aural cues.
• Three plus years of hospitality guest services, host, or telemarketing experience.
• Perform other duties as may be assigned.

EDUCATION/QUALIFICATIONS:

• High School Diploma or equivalent.

WORK REQUIREMENTS:

Requires strong problem-solving skills, interpersonal skills, conflict resolution skills, excellent communication skills, and computer skills. Position involves prolonged sitting, standing, or walking, stooping, or bending, lifting, or carrying up to 30 pounds on a daily basis. Work is performed in an office or casino environment with varying levels of lighting, air quality, noise, and/or temperature

Please refer the Job description for details