Call Center Representative RESER009469

Job Opportunity at Bally's Corporation

Bally's Corporation is a global casino-entertainment company with a growing omni-channel presence, currently owning and managing 15 casinos across 10 states, a golf course in New York, a horse racetrack in Colorado, and having access to OSB licenses in 18 states. The recent acquisition of Aspers Casino in Newcastle, UK, further expands its international footprint and enhances its diverse entertainment offerings. It also owns Bally's Interactive International, formerly Gamesys Group, a leading, global, interactive gaming operator, Bally Bet, a first-in-class sports betting platform, and Bally Casino, a growing iCasino platform.

Role : Performs a variety of tasks including : making reservations and answering / routing phone calls, checking out guests, delivering messages, handling complaints, disseminating information. The agent is often the first encounter a guest has with the hotel and is thus very influential in creating the first impression of the hotel. Must use reservation script, but not sound scripted.

Responsibilities :

• Enhances the guest experience by providing exceptional service.
• Ensures calls are answered promptly and in accordance with department standards.
• Answer incoming phone calls, and / or transfer to appropriate department or guest room.
• Responds to inquiries regarding property - i.e. directions to property, players club, entertainment, hours of operation of venues, etc.
• Relays "guest requests" to appropriate staff.
• Enters text messages for guests into the property's management system as requested; relay guest messages.
• Follows established emergency procedures and acts as a communications link in emergency situations.
• Processes and / or make reservations, uses guest name, checks availability, quotes rates, explains property amenities, closes sale, explains Track / Picks / Mix, describes Hard Rock Rewards, and enters reservation for transient, casino and group guest into the property management system.
• Answers fax and email inquiries.
• Confirms and modify reservations.
• Ensures that proper sales techniques and strategies are utilized to maximize occupancy, rates and revenue.
• Assists guests in fulfilling their requests - room changes, extra amenities, etc.
• Posts charges to guest folios when needed.
• Assists guests in resolving complaints.
• Email / fax guest credit card / gift card authorization forms and guest folios.
• Confirm guest reservations weekly.
• Pre-charge guest for package reservations.
• Processes and submit end-of-shift reports.
• Contacts Housekeeping, Guest Services and Facilities department when guests report room issues.
• Reviews folios with guest ensuring accuracy; perform checkout.
• Adheres to department and property policies and procedures.
• Offers luggage assistance and have guest car pulled around with ticket number.
• Make dinner reservations.
• Reserve complimentary concert tickets, gift offers, and casino trips as needed.
• Reviews previous reservations and arrivals to check for accuracy.

Qualifications :

Training :

Working Conditions : Physical Demands :

Please check the physical strength of the job from the categories listed below.

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What's in it for you :

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

At Bally's Corporation, we are committed to promoting equal opportunities in employment and working conditions. We believe passionately that employing a diverse workforce is central to our success. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on any status protected by the laws or regulations in the locations where we operate.