Call Center Intern

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage incoming calls by providing detailed information on property amenities, promotions, events and Passport Club benefits.
• Provide guests with clear directions to the property
• Effectively address guest questions, concerns and complaints
• Manage reservations for the property including hotel, restaurants, and promotional events being sure to accurately quote rates
• Input detailed information into the Property Management System
• Accurately and efficiently processes advance deposit credit card information
• Assist at promotional events
• Assist the Call Center Supervisors with scheduling
• Learn the systems utilized in the Call Center, aid with the training process and assist in creating the training manual
• Organize and maintain the policies and procedures manual
• Participate in the interview and selection process for new Call Center Representatives
• Maintain expertise in Casino Management Systems to effectively educate guests on usage, features and benefits
• Maintain on going proficiency in day-to-day Call Center operations to ensure seamless workflow and guest support
• Be the Guest X Champion for department
• Work 3 - 5 special events, including parades, concerts, fairs and festivals to assist with property needs

KNOWLEDGE AND CERTIFICATION, SKILLS AND ABILITIES

Knowledge and Certification

Required:

• High School Diploma/GED or equivalent experience
• Current enrollment in 2 or 4-year post-secondary educational program pursing a degree in a field of study related to the area where the internship is being performed

Preferred: Guest Service experience

Skills

Required:

• Accurate and detail oriented
• Highly organized and ability to adapt quickly to changing priorities
• Excellent verbal and interpersonal communication and problem-solving skills
• Proven high guest service skills
• Proficient computer skills Microsoft Office (Word, Excel and Outlook) and Windows

Abilities

Required:

• Ability to work in a fast-paced environment
• Ability to interact with guests, coworkers and management in a professional and courteous manner
• Ability to follow established dress code policies and practice good personal hygiene
• Ability to speak in a clear, concise and pleasant voice
• Ability to retain large amounts of information regarding the property and its amenities
• Ability to read and write English

REQUIRED TRAINING

• Treasure Island guest service training
• Marketing Operations systems (including casino management and promotions)
• Telephone Etiquette
• Any position-related training as determined by department manager

PHYSICAL DEMANDS

• Must be able to walk, stand and/or sit for long periods throughout the day
• Must have a good sense of balance, and be able to bend, kneel, stoop and twist
• Must be able to push, pull and grasp objects occasionally
• Must have the ability to independently lift up to 25 pounds occasionally
• Must be able to perform repetitive hand and wrist motions

WORKING ENVIRONMENT

• Office, restaurant, gaming floor and convention center environment including flashing lights, frequent loud noises and cigarette smoke and outdoors for guest events
• Must be willing to work a flexible schedule including all shifts, weekends and holidays
• Extensive computer use
• Occasionally overtime may be required
• Occasionally must deal with angry or hostile individuals
• High volume direct public contact