Job description

YOUR MISSION (The Job Description)

The Call Center Agent will play an important role in handling hotel room reservations, dining reservations and cabana requests in an efficient, courteous manner, and for up selling the hotel to achieve maximum efficiency. The Call Center Agent will also be responsible for handling casino guests, providing all the same services in relation to their player status.

THE NITTY-GRITTY (The Essential Job Duties) Including but not limited to:

This role will work closely with Reservations Management to:

• Keep informed of all room types, packages, and rates; describe rooms, venues and amenities in a manner that will up sell the hotel
• Keep informed of all hotel room, restaurant, and cabana information, package prices, and offer information in a manner that will result in a sale
• Offer alternative choices for rooms, dining, and cabanas (days of week, dates, room types, times) to all callers where the initial request cannot be achieved
• Check availability and offer details for all requested dates through the computer to ensure current and accurate status is given
• Read casino offer information and book reservations or complimentary offers based on player eligibility
• Keep up on all functions and special events pertaining to Virgin Hotels Las Vegas
• Follow through on all changes pertaining to guest reservations and requests
• Cooperate and coordinate with all related departments to provide the best possible service
• Provide superior service to all guests and have the resiliency to deal with the difficult customer
• Use all the above to provide answers to inquires received electronically
• Complete department administrative tasks as assigned

WHAT IT TAKES (The Qualities We Look For)

• Great team player with the ability to create excellent working relationships across the group. Collaborative approach with all departments
• Ability to break down barriers and resolve potential conflicts swiftly and effortlessly
• Strong communication and presentation skills to all levels of management
• Creativity and innovation are essential
• Ability to think outside the box and approach all issues with a completely fresh approach
• Ability to anticipate needs and over-deliver wherever possible
• Candidates must think on their feet and use their initiative to solve problems and deliver solutions
• Excellent customer relations, communication, presentation, and organization skills are of utmost importance
• Able to change direction and work on multiple projects at once
• Enthusiastic, passionate, and able to enthuse and motivate others
• Leadership ability and behavior consistent with Virgin Hotels values: Fun, Innovative, Original, and Personable, and striving to deliver high quality and brilliant customer service

MUST HAVE'S

• Ability to speak English is required
• Experience using a computer to effectively access, understand and input customer information
• Ability to read and comprehend all necessary documentation
• Ability to operate in a working environment that is sedentary in nature and subject to varying levels of noise
• Effective communication skills are required
• The skills and abilities necessary for this position are typically acquired through the completion of a high school degree or equivalent, as well as two weeks of on-the-job training

WOULD BE NICE TO HAVE'S

• Prior clerical or hotel experience helpful
• Strong computer literacy
• Minimum typing speed of 35 WPM preferred
• Familiarity with the equipment and computer systems associated with the position, including but not limited to Agilysys LMS (PMS) and ACD telephone system helpful

THE WORKING CONDITIONS

• Sitting for long periods of time. Long visual exposure to computer screen(s). Working both independently and interdependently depending on work tasks, projects, special initiatives.

VALUABLE TRAITS

• 50% logical / 50% creative / 100% AWESOME
• Enjoy working with a team and alone as the situation dictates.
• Adaptive, Flexible!
• Embody "great attitude."
• Unwavering integrity and endless work ethic.
• Appreciate constructive feedback, as well as graciously providing the same.
• Tenacious and self-motivated
• Virgin Hotels Las Vegas celebrates diversity and is proud to be an Equal Opportunity Employer*

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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