Call Center Agent

Overview

Hotel Reservation / Call Center Agents support our Golden Nugget Hotels and Casinos. This position is centered out of the Golden Nugget Casino and Hotel in Laughlin, Nevada but will be a formal work from home position. Work from Home will be done upon satisfactory completion of on-site training.

Responsibilities

• Answer all incoming calls in a friendly, energetic and efficient manner.
• Answer all incoming calls for all Golden Nugget properties.
• Provide guests with information concerning the hotel amenities and services.
• Obtain the necessary information from guest and utilize Casino Marketing Place (CMP) and Lodging Management System (LMS) to input reservations.
• Suggest relevant upsells and convert calls into reservations.
• Effective in following and achieving department sales goals.
• Knowledgeable on options offered by the hotels and upsell those options.
• Willing to learn as options change.

Qualifications

• The ideal candidate will have at least one (1) year of experience in a customer service setting, hotel/resort reservationist, front desk agent, or equivalent work experience.
• Exceptional Customer Service skills are essential for this position.
• Excellent communication skills, pleasant phone manner, excellent time-management skills, and the ability to multi-task several systems at once in a fast-paced environment.
• Detail-oriented, energetic and self-motivated, able to type efficiently and accurately at a rate of 30 WPM.
• A speed-test will be required to confirm at-home capability. 30mbps minimum download speed is required.
• Experience with LMS/AS-400 is required.
• Intermediate computer skills required, i.e. Web Browsing, Email, Typing MS Outlook, Excel and Word