Contact Center Representative CGSS

Why We Need Your Talents:

Where Youll Make an Impact:

• Provides stellar service to all team members and guests.
• Neutralizes guest opportunities by providing exemplary service.
• Handles incoming calls as needed or directed.
• Handles all calls originating from external sources into the primary casino & hotel phone lines.
• Handles all call from internal guest lines and assist guests with appropriate needs.
• Sells and promotes the hotel amenities and services according brand standards.
• Seeks and acts upon opportunities to upsell services and accommodations.
• Make calls to in-house guests and outbound numbers as needed or directed.
• Accurately routes calls as necessary.
• Assists with overflown calls from other in-house extensions as directed.
• Assists with email management by responding to emails within scope of responsibility and routing correspondence to the appropriate departments.
• Maintain guest confidentiality at all times when reviewing information.
• Promotes positive and productive motivation within department.
• Handle guest communication both on property and future guests via texting and online chat services.
• Register Guests for select invite only and complimentary events.
• Communicate open work orders affecting in-house guests to the appropriate departments.
• Maintains knowledge of current service offerings promotions in-room offerings current product inventory levels in-house activities or events and travel conditions.
• Communicates and responds to security codes as expected.
• Maintains full knowledge understanding and adherence to company and department rules policies and procedures and sequences of service.
• Maintain knowledge and skill levels on property specific systems including but not limited to: HMS Oasis 360 MGT KMAN Hotsos Zingle Intract and Opentable
• Other related duties as assigned.

Skills to Help You Succeed:

• Impeccable service and conflict resolution skills.
• Effective salesmanship skills.
• Strong computer literacy skills.
• Strong communication and organizational skills.
• Effective prioritization skills.
• Reliable ownership and follow through skills.
• Ability to provide a luxury experience while engaging in every conversation with Team Members and guests.
• Ability to communicate effectively in one-on-one small group and large group situations.
• Ability to read write and communicate verbally in English.
• Ability to apply common sense reasoning to service related scenarios.

Must-Haves:

• A high school diploma or GED equivalent
• One (1) year experience in telephone operations or switchboard operations or Hotel operations.
• Must obtain and maintain a valid gaming license as determined by the Maryland State Lottery and Gaming Commission for the position.

Physical Requirements:

• Ability to use hands and fingers to handle and feel.
• Ability to frequently talk hear walk and sit.
• Ability to occasionally use hands and arms to reach legs and feet to balance stoop kneel or crouch.
• Ability to stay in a seated positon for up to an 8 hour shift.
• Ability to regularly lift and/or move up to 5 pounds and infrequently lift and/or move up to 10 pounds.
• Ability to regularly utilize sufficient vision or other powers of observation to review documents and computer screens and organize documents and materials.

Working Conditions:

• 24/7 high energy casino with over 300000 sq. ft of gaming and entertainment space and approximately 3000 employees
• Exposed to alcohol cigarette and cigar smoke bright lights and loud noises.
• You will work in an environment where smoking is allowed.

Perks We Offer You

• Comprehensive group health benefits for full-time and part-time Team Members and their eligible dependents. Other benefits for full-time and part-time Team Members include:
  • Free Basic Life Insurance
  • Free Short Term & Long-Term Disability
  • Generous retirement savings options
  • Paid Time Off
  • Tuition Reimbursement
• On-site Wellness center for Team Members and eligible dependents (Maryland Property only)
• Training and pathways for career growth
• Robust Rewards & Recognition Programs
• Annual Merit Based Pay Increases
• Discretionary Performance Bonuses
• Discretionary Service Bonuses
• Free parking
• Free food and discounted meals
• Live! Hotel Food & Beverage and Entertainment Discounts

Life at Live!

Individuals chosen to be part of the Live! Team can expect:

• To be part of an exciting experience unlike any other in the market.
• To be given the power and responsibility to put service and community first.
• To come together as a strong team while valuing and celebrating our diversity.
• To be given the tools resources and opportunity to grow in their career.
• To work hard and have fun.
• Live is a 24 hour /7 days per week high energy casino with a culture committed to fairness teamwork and most importantly FUN.
• The casino is large and fast paced requiring the ability and energy to move about it with a true sense of urgency!
• Exposed to alcohol cigarette and cigar smoke bright lights and loud noises.
• You will work in an environment where smoking is allowed.