SLS Las Vegas

  • Contact Center Agent

    Posted Date 2 weeks ago(1/4/2019 10:50 AM)
    Job ID
    US-NV-Las Vegas
  • Job Description

    Provides telephone customer service support for all calls received while maintaining the core experience guidelines at SLS Las Vegas.  Also responsible 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


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