Call Center Agent - FT

Position Summary:

The Call Center Agent provides superior Four-Diamond Guest service by assisting as a single point of contact for all incoming calls to Thunder Valley Casino Resort in a professional and pleasant manner. The Call Center Agent will support the property by being information experts for all Resort departments including, but not limited to Hotel, Spa at Thunder Valley, all food and beverage outlets, gaming, entertainment and promotions. Responsibilities must be performed in accordance with all Company standards, policies, and procedures.

Essential Functions:

1. Practice, support, and promote Thunder Valley Casino Resort’s “ELITE” company-wide service mission and demonstrate AAA Four Diamond service standards at all times.

2. Answer all incoming inquiries through various applications and equipment in a knowledgeable and professional manner, using correct salutations and etiquette.

3. Anticipate Guests' needs using active listening skills and open-ended questions.

4. Acknowledge all Guests and respond promptly, however busy and whatever time of day.

5. Create, modify, and cancel Hotel, Spa at Thunder Valley, and dining reservations which may include processing credit card transactions.

6. Maximize rate for all reservations, and when applicable, use upselling sales techniques to entice, persuade, and educate the Guest.

7. Direct calls to appropriate Guest rooms, staff, or departments as necessary.

8. Page Guests using the public address system in a courteous and understandable manner.

9. Provide information to callers regarding the facilities and amenities, directions, and upcoming events.

10. Explain and understand hotel and resort policies and practices.

11. Explain Thunder Rewards Card levels and benefits and encourage Guests to utilize the program. Utilize player tracking system to review Guest information including, but not limited to confirmation of exclusive hotel offers.

12. Maintain complete knowledge of:
a. All resort departments, services, amenities, hotel information, and hours of operation.
b. Special events scheduled in the hotel.
c. Promotions and entertainment schedule.
d. Gaming and food and beverage offerings.