Customer Care Representative Regional - Part Time (Borgata)
Company: MGM Resorts
Location: Atlantic City
Posted on: August 1, 2022
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Job Description:
PRIMARY PURPOSE:
As a Customer Care Coordinator, you will set the stage for guest
experience with your welcoming voice and service. By understanding
their unique stories and needs, you will own their experience to
create WOW memories they will carry with them far and beyond their
stay with us.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
* Assist guests with booking Hotel (Casino, Transient, and
Convention) room reservations, restaurant reservations,
entertainment and special event reservations; offer information
about the resorts, their amenities and the surrounding area
* Assist Player Development staffs (Slot and Table Casino Hosts) in
completing all reservations and various complimentary
considerations
* Answer inbound telephone calls in a skills-based environment
where transactions range from call transfers to in-room work order
requests, to complex hotel, dining, event and entertainment
reservations for VIP customers
* Ensure that customer requests for reservations and other services
are met and confirmed within the guidelines established by
management
* Sense and exploit up-sell opportunities where appropriate, always
attempt to cross-sell in cases when a specific request cannot be
met
* Escalate difficult and complex situations to Team Leaders as they
arise
* Work with Quality Coaches and Team Leaders to evaluate individual
performance and make efforts to improve performance where the need
has been indicated
* Provide Team Leaders with important observations gathered from
many customer interactions, offering suggestions to improve
process, product or service offerings
* Perform other job-related duties as requested
KNOWLEDGE, SKILLS, AND ABILITIES:
* Able to effectively communicate in English, in both written and
verbal forms
* Ability to work under pressure
* Ability to read and write
* Perception and awareness of individual needs and the ability to
handle all situations calmly and professionally
* Ability to multi-task and work well in a fast paced,
team-oriented environment
* Proficiency of computer software to include Outlook, MS Word,
Excel, and PowerPoint as well as office equipment, i.e. telephone,
copier, fax machine
* Excellent organizational skills to function effectively under
time constraints and within established deadlines, with particular
attention to detail
* Effective listening abilities with strong judgment skills
* Knowledge of accommodations room capacities, amenities,
reservations and player tracking systems (e.g. LMS, ARTS, ACSC)
* Excellent customer service skills and interpersonal skills to
effectively communicate with all business contacts
* Maintain a professional, neat and well-groomed appearance
adhering to company standards
MINIMUM REQUIREMENTS:
* High school diploma or equivalent
* One (1) year of experience in a similar call center or a customer
service position
* Work varied shifts, to include weekends and holidays
PREFERRED:
* Experience in a similar resort environment
* Experience working with Opera, LMS, and/or ACSC
Location:
Atlantic City, New Jersey
Keywords: MGM Resorts, Camden , Customer Care Representative Regional - Part Time (Borgata), Other , Atlantic City, New Jersey
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