Job Description

Location:

Springfield, Massachusetts

POSITION SUMMARY:

Assist customers with telephone calls related to dispatch services (PBX, Front Desk, Housekeeping, Facilities, Room Service and Bell) while delivering the highest level of customer service and courtesy, this includes partnering with several departments in handling guest requests and ensure a resolution. All duties are to be performed in accordance with departmental and property policies, practices and procedures

ESSENTIAL FUNCTIONS AND TASKS

* Handle all incoming and outgoing calls in a courteous, efficient and enthusiastic manner as outlined by Company and Departmental standards while maintaining composure and tact throughout high volume of repetitive customer, coworker, and intra-department interactions in a fast-paced environment
* Provide dispatch services for guest requests related to luggage assistance; room service orders; housekeeping amenities; wake-up calls; check outs; early arrivals and late departures; messages; paging; long distance assistance; and other special services requested by guests or administrative personnel.
* Perform data entry for requested services in housekeeping, front desk, bell, limo, facilities and room service
* Inform guests of property functions and facilities upon request.
* Keep property information on personnel and departments up-to-date in order to be knowledgeable about and to articulate on casino events, promotions, and amenities.
* Continually read all departmental training material, including memos, newsletters and SharePoint sites and is responsible for knowing and understanding all material.
* Maintain accurate records for all requests
* Dispatch bell and limo runs in accordance with front service department policies and procedures
* Maintain complete knowledge of all room service menu items. Recommend or suggest additional food items
* Ensure that customer requests are met and confirmed within the guidelines established by management
* Operate the beeper system; and operate the TDD machine.
* Work with supervisor to evaluate individual performance and make efforts to improve performance where the need has been indicated
* Provide management with important observations culled from many customer interactions offering suggestions to improve process, product or service offerings
* Take direction and make decisions as necessary
* Perform other duties as requested by the Management and Supervisory staff

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.

SUPERVISORY RESPONSIBILITIES:

-None-

EDUCATION and/or EXPERIENCE:

Required:

* High school diploma or equivalent
* One (1) year of high volume call center or customer service experience, or an equivalent combination of education, training and experience.
* Effectively communicate in English, both in written and oral forms

Preferred:

* Experience working in similar resort environment preferred

CERTIFICATES, LICENSES, REGISTRATIONS:

* Proof of eligibility to work in the United States

KNOWLEDGE/SKILLS/ABILITIES:

* Previous PABX or multi-line phone experience required
* Previous experience with Opera and HotSOS preferred
* Have a pleasant voice and clear, articulate speech. Must speak clearly and use proper professional phrases in all guest interactions
* Computer skills
* Ability to multi-task and work well in a fast paced, team oriented environment.
* Ability to prioritize workload in a stressful environment and stay on task to completion.

PHYSICAL DEMAND:

* While performing the duties of this job, the employee is constantly sitting, listening, using computer, telephone, and speaking.
* Occasionally walking distances of 10 to 40 ft., between various areas of the department. Occasionally walking up to 1000 feet between various areas of the property.
* Constantly using wrist motion, dexterity, eye-hand coordination, and writing, typing on computer keyboard.
* Occasionally kneeling, carrying documents/equipment, holding, stooping, bending and pulling.

WORKING CONDITIONS:

Work performed indoors, in climate controlled environment. The noise level in the work environment is usually moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK SCHEDULE/HOURS:

Flexible work schedule required, as required in an environment where schedules are based upon fluctuating inbound call volume (weekend and holiday shifts may be required)