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

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.