Oversees the Contact Center Coordinators who provide telephone customer service and casino reservation support. The Contact Center Lead is predominantly responsible for coordinating the workflow for Coordinators with Casino Hosts input and with incoming calls from various points of contact. The Lead is generally regarded as a subject matter expert of all Contact Center processes and procedures.

Focus is on, but not limited to the following:

• Monitor daily Contact Center reports/logs to ensure in compliance with all established policies
• Oversees the monitoring of service calls to ensure proper greetings, information and tone is used while speaking with all callers
• Answers questions and recommends services to address customer complaints or desired requests
• Will oversee the Contact Center department in the absence of the Contact Center Supervisor
• Completes data entry work and audits the Contact Center Coordinators work on a daily basis
• Attends meetings as needed
• Coordinates/manages multiple calendars with efficiency
• Maintains spreadsheets and databases
• Establishes and maintains an effective working relationship with management, guests, and various departments on property
• Fields incoming Contact Center calls offering rooms based on past casino play and or promotions and events
• Fields escalated customer calls when the Contact Center Supervisor is not available.
• Acts as the department Head when needed.
• Answers all guest inquiries while maintaining current knowledge/familiarity with all hotel services/features and local attractions
• Assist casino guests with reservation requests, including but not limited to rooms, shows, dinners, limos and amenities
• Ability to read/understand and evaluate casino play
• Provide support to Casino Hosts, Loyalty Club, and VIP Check-In
• Upon checkout issue comps based upon casino play & in accordance with comp criteria
• Meets and exceeds performance goals
• Ensures guest wake up calls, NRG and Fire Command/Security processes comply as established
• Assist the manager with the control of labor and supply costs
• Maintains and updates accurate reservation information into Opera and Go Concierge
• Manages and organizes daily to do’s providing a timeline and point of action for each employee
• Conducts reservation and telephone auditing, and provides immediate feedback
• Perform job specific projects as assigned

• A minimum of two years of experience in Casino Marketing or Hotel Operations.
• Ability to prioritize and handle multiple work assignments while meeting deadlines
• Must have the ability to effectively communicate in English, both written and verbal forms.
• A professional demeanor and attire is to be maintained at all times
• Must have strong interpersonal and organizational skills
• 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