Penn National Gaming Call Center Agent in Charles Town, West Virginia
Don’t just work. Work Happy.
A career in gaming? At Hollywood Casino Charles Town we think you’ll enjoy an exciting industry, fast-paced days and nights, diverse, enthusiastic co-workers, unlimited growth and support from one of the leaders in the industry.
An individual could be successful if they possess the following.
Your daily responsibilities include
The Call Center Agent attentively coordinates, process and distributes all incoming telephone inquiries and information services for HCCTR. Optimize revenue through timely and accurate booking of hotel, restaurant and gaming event reservations. Provide Red Carpet Customer Service to all guests with a goal to exceed their expectations.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Attentively process, coordinate and distribute incoming telephone inquiries and information services
Promote property services, facilities and outlets; provide guests with information such as local attractions, directions and gaming floor activities
Respond to guest requests promptly and courteously and resolves minor guest complaints to the satisfaction of the customer; informs leadership of major problems, complaints, disturbances or dissatisfied guests
Book accurate hotel reservations via telephone and email into the property management system
Book accurate guest restaurant reservations into OpenTable reservation system
Book thorough gaming and Marquee Rewards player marketing event reservations utilizing marketing generated database
Thorough knowledge of Marquee Rewards player program and delivers attentive service and recognition to all Marquee Rewards members
Complete shift checklist tasks, to include but not be limited to; printing hotel arrivals lists, verifying guest reservation information, generate daily operations brief, verify and process inter-departmental emails etc.
Thorough knowledgeable of Emergency Procedures and Crisis Communications material
Informed of all guest functions, events, tournaments, concerts and activities at HCCTR
Provide a professional image at all times; adherence to appearance and dress standards
Actively support company policies and procedures and participate in HCCTR programs
To be successful in this position it will require the following skill set
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
The major responsibilities in this position are to facilitate the distribution of incoming calls to the property, provide information and reservation services to HCCTR guests and Premier Club members. The major portion of your workday is spent speaking, listening and typing
EDUCATION and/or EXPERIENCE
High school diploma or equivalent required. Previous hospitality or call center customer service experience desirable
Ability to add, subtract, multiply and divide basic mathematical calculations for amounts such as discounts
CERTIFICATES, LICENSES, REGISTRATIONS
Must qualify for licensing by the West Virginia Racing Commission
Ability to define problems, collect data, establish facts and draw valid conclusions
Must possess excellent computer skills, including a working knowledge of common business software such as Microsoft Office and excel. Publisher and Power Point skills desirable
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
While performing the duties of this job, the employee is regularly required to reach with hands and arms and lift objects weighing as much as 10 pounds. The team member is required to speak, listen, type and sit for long periods of time. The team member is occasionally required to stoop, kneel, crouch, or crawl
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
The noise level in the work environment is moderate to active
The Casino is a smoking facility. However smoking is not allowed by employees other than in the designated smoking locations
Something to leave you with
Penn National Gaming is more than you may realize. We have properties throughout the United States and Canada and are embarking on an aggressive growth mode. Our departments and areas of opportunity are ideal for just about any skill set. And our company-wide commitment to making sure our guests smile as much as we do means you’ll enjoy a fun working environment.
Now that you have read about who we are, here is your opportunity to see what we're about!
Equal Opportunity Employer
Job ID 2019-62264
Casino Property Hollywood Casino at CharlesTown
Position Type Regular Part-Time
Category Hotel Services