Contact Center Agent - Part Time

Job Description:

Provides telephone customer service support for all calls received while maintaining the core experience guidelines at SAHARA Las Vegas. Also r esponsible for assisting casino guests and hosts with all reservation requests.

Job Focus:
Focus is on, but not limited to the following:

• Answers all guest inquiries while maintaining current knowledge/familiarity with all hotel services/features and local attractions
• Assist all casino and transient guests with reservation requests, including but not limited to rooms, shows, dinners, limos and amenities
• Ability to read/understand and evaluate casino play and hotel offers
• Provide support to Casino Hosts, Loyalty Club, and VIP Check-In
• Upon checkout issue comps based upon casino play & in accordance with comp criteria
• Ensure compliance of brand standards, operating procedures, and policies
• Performs all other job related duties as assigned
• Ensures all call transfers are appropriately routed to the requested destinations
• Ensures that call productivity is meeting the service guidelines set forth by the department and company
• Effectively inputs guest, room and pertinent information accurately into the Hotel PMS

Desired Qualifications:

• High School Diploma or equivalent is required

• Must have the ability to effectively communicate in English, both written and verbal forms

• One to two+ (1-2) years’ experience in a Hotel and/or Hospitality high volume reservation call center

• A professional demeanor and attire is to be maintained at all times

• Must have strong interpersonal and organizational skills

• Ability to working independently with little to no supervision

• Must be able to perform in a team environment

• Possess the ability to motivate and maintain effective working relationships across all levels of staff and leadership

• Previous experience in a Gaming or Hospitality environment is desired

• Must have exceptional time management skills

• An intermediate to proficient understanding of Computer systems such as: Microsoft Word, Excel & Outlook is preferred

• Proven ability to resolve guest conflicts with ease or determine if management is needed in certain guest situations

• A valid Nevada Gaming License is required and must be obtained before entering this position

• Must be 21 years of age or older