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Call Center Agent

SUMMARY: To answer incoming calls and take hotel reservations. Responsible for a high level of guest service as described in your departments guest service standards.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Answer and transfer incoming calls, take messages, provide wake-up / welcome calls and take reservations
- Operate the Property Management System
- Quote and negotiate rates, accept cash deposits and verify credit cards
- Alert Security to potential problems and emergencies
- Determine guest room numbers, extensions, request service follow-up calls and provide reservation confirmation numbers
- Provide information, give directions, address complaints and gather market data
- Provide clerical support
KNOWLEDGE AND CERTIFICATION, SKILLS AND ABILITIES
Knowledge and Certification
Required:
- High School Diploma/GED or equivalent experience
Preferred:
- 1-year PBX experience preferably in a hotel or casino environment or 1-year reservation experience
Skills
Required:
- Accurate and detail-oriented
- Highly organized and ability to adapt quickly to changing priorities
- Strong computer skills Microsoft Office (Word, Excel and Outlook) and Windows
- Excellent verbal and interpersonal communication skills
- Proven to accurately type




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