Penn National Gaming Agent Call Center PBX Full-Time - Shift Varies in Henderson, Nevada


Don’t just work. Work Happy.

A career in gaming? At Penn National Gaming 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

MAJOR JOB DUTIES: Duties include, but are not limited to the following:

  • Answer incoming reservation calls and input reservations.

  • Complete reservation forms, input cancellations, reservations and modifications.

  • Search for missing reservations.

  • Assist with input of rooming lists, as needed.

  • Enter white slip reservations.

  • Process various reports.

  • Answer incoming calls and direct to proper extension/room.

  • Page guests and patrons of the hotel for phone calls and other messages.

  • Take messages for administrative offices and guest rooms, and make sure messages are given to proper party.

  • Contact hotel administrative team members by beeper system or cellular phone.

  • Call or radio engineering department for service calls.

  • Restrict and unrestrict guest room phone lines.

  • Refer guests to available hotels in the area when the hotel is sold out.

  • Operate hotel computer to access information for guests.

  • Be able to execute emergency procedures of the hotel.

  • Assist in keeping the Call Center/PBX department neat and all equipment in working order.

  • Input comment cards and scratch tickets into computer.

  • Inform Manager and/or Supervisor of any problems that may occur and ensure guest problems/complaints are resolved in a prompt, courteous and efficient manner.

  • Must perform courteous and friendly service to all staff and guests and be able to speak in a pleasant, quiet and understandable tone of voice.

  • Perform related work as requested.

The above statements represent a general outline of principal job functions and should be not be construed as a complete description of all aspects and requirements inherent in this job.

To be successful in this position it will require the following skill set

  • Previous experience with guest service, multi-line phone system and room reservations systems is preferred.

  • High School Diploma or GED

  • Excellent communication skills.

  • Ability to read, write, and communicate verbally in English.

  • Ability to maintain confidentiality of sensitive information.

  • Ability to perform basic math.

  • Skill in establishing and maintaining effective working relationships with staff and guests.

  • General computer skills using Microsoft Office; Word, Excel and Outlook.

  • Ability to keyboard at 35 wpm.

  • Knowledge of reservation procedures, LMS, SDD, Intellidesk and Delphi Systems.

  • Ability to multi-task.

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 2018-52090

Casino Property M Resort

Position Type Regular Full-Time

Category Hotel Services