Call Center - Guest Reservations Representative

Summary 
Responsible for effectively responding to incoming calls and to guest requests received through the call center and for effectively completing outbound calls in accordance with established policies and service standards.   

Job Duties 
Interacts with callers with professionalism by answering questions, routing calls appropriately, handling complaints, providing and recording relevant information, escalating issues when circumstances dictate and issuing follow up calls when needed. Meets established performance goals and metrics to ensure departmental success and customer satisfaction.  Views customer data and processes comps for the hotel.  Ensures compliance with all regulatory controls and the Pennsylvania Gaming Control Board.

Qualifications 
High school diploma or equivalent.  Six months of related experience.  Must qualify for and maintain licensure as required by Pennsylvania Gaming Control Board.  Must have a thorough knowledge of approved Responsible Gaming Program.