Encore Boston Harbor is hiring: Call Center Reservations Agent (Part Time) in Ev

Call Center Reservations Agent (Part Time)

The Encore Boston Harbor Call Center Reservations Agent is responsible for providing information and booking services for guests of the hotel, including room reservations, restaurant reservations, show tickets, transportation, shopping, and spa & salon services. Responsibilities include carrying out and maintaining processes, supporting the department, maximizing opportunities for departmental success, maintaining Encore Standards, and ensuring an excellent guest and team member experience.

Responsibilities

• Ensure all Encore Boston Harbor core values and property and department standards are implemented and applied.
• Participate in the execution of short- and long-term departmental goals, objectives, policies, and operating procedures; monitor and evaluate operational effectiveness; implement changes as needed; identify key drivers of success.
• Contribute to departmental performance, maintain accuracy, confidentiality, and thoroughness of policies and procedures; record and report as required.
• Verify that all applicable internal policies, federal and state laws, rules, regulations and property-wide controls are enforced within the department.
• Deliver and maintain a maximum level of service.
• Contribute to company-wide communication and best practices; stay informed of new developments within the department.
• Balance multiple priorities and meet deadlines, often in stressful and high-pressure situations.
• Answer and efficiently handle or direct incoming calls.
• Maximize potential revenue through selling services and amenities, including restaurant, room, and event reservations, with integrity for the guest experience.
• Assist guests by providing information about property amenities and events and the Red Card loyalty program via all applicable phone queues and communication channels.
• Input, modify and cancel reservations in the appropriate computer systems; perform accurate data entry.
• Listen and document information accurately while on calls.
• Authorize credit card transactions, assist with billing questions, process gift card orders, and perform occasional office administrative duties (faxing, copying, scanning, etc.).
• Work safely, following department and company safety standards.
• Maintain relevant knowledge of industry through continuing education and training.
• Performs other job-related duties as assigned.

Qualifications

• Age: 21 years of age or above; will be required to obtain and maintain registration or a license issued by the Massachusetts Gaming Commission.
• Education/Experience: High school degree or equivalent required; call center experience preferred. Computer skills and knowledge of Microsoft Office are a plus.
• Skills: Outstanding organizational and interpersonal skills with excellent attention to detail.
• Systems: Prior knowledge of FCS, Kronos, BirchStreet, AVPM, Medallia (Guest Survey), GoConcierge, and Opera is preferred.
• Language: Conversational English; ability to read, analyze, and interpret documents; ability to respond to inquiries; ability to write instructions; ability to present information.
• Mathematical/Reasoning: Ability to perform basic mathematical calculations and maintain reports.
• Physical Demands: Regular talking, listening, standing, walking, sitting, and manual tools handling; vision requirements include close, distance, color, peripheral, depth perception, and focus adjustment.
• Work Environment: Moderate to loud noise depending on area; ability to work varying schedules to meet business needs; reliable, consistent, and punctual attendance.

Additional Information

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state, or local laws. This description is intended to reflect current job duties and responsibilities and is not an exclusive list of possible assignments.

Employment type: Part-time

Seniority level: Entry level

Job function

• Other

Industries

• Hospitality

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