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Call Center Reservations Agent Encore Boston Harbor
US-MA-Everett

Job Title: Call Center Reservations Agent Encore Boston Harbor

Location: Encore Boston Harbor

Job Description and Responsibilities:

ABOUT ENCORE BOSTON HARBOR
Encore Boston Harbor is a luxury global destination gaming resort that will feature 671 hotel rooms with sweeping views of the Boston skyline and Boston Harbor, ultra-premium spa, luxury retail, high-end dining, and state-of-the-art ballroom and meeting spaces. At a total cost of $2.5 billion, it is the largest private single-phase development in the history of the Commonwealth. Situated on the waterfront along the Mystic River and connected to Boston Harbor, Encore Boston Harbor will include a six-acre park along the water that will feature a harborwalk, an events lawn, public viewing areas, ornate floral displays and retail and dining experiences that overlook the Encore Harbor Walk.

Encore Boston Harbor is currently under construction with resort opening anticipated June 2019. Once open, Encore Boston Harbor will employ over 4,000 team members. We invite you to apply to be a member of the founding Encore Boston Harbor team.

The Encore Boston Harbor Call Center Reservations Agent is responsible for providing information and booking services for guests of the hotel, providing personalized services of the highest level including: room reservations, restaurant reservations, show tickets, transportation, shopping, and spa & salon services. Responsibilities include, but are not limited to; carrying out and maintaining processes, supporting the department and maximizing opportunities for departmental success; maintaining all Encore Standards; and ensuring excellent guest and team member experience.

JOB RESPONSIBILITIES:

  • Ensures 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; monitors and evaluates operational effectiveness; effects changes required for improvement. Identifies key drivers of success.
  • Actively contributes to departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
  • Verifies that all applicable internal policies, federal and state laws, rules, regulations and property-wide controls are enforced within the department.
  • Delivers and maintains a maximum level of service.
  • Contributes to company-wide communication and best practices.
  • Keeps informed of all new developments within the department.
  • Balances multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.
  • Responsible for answering and efficiently handling or directing incoming calls.
  • Maximize potential revenue through selling services and amenities, including restaurant, room, and event reservations, with the highest level of integrity for our properties and the guest experience.
  • Assists guests by providing information about property amenities and events and the Red Card loyalty program via all applicable phone queues and communication channels.
  • Inputs, modifies and cancels reservations in the appropriate computer systems, using detailed data entry methods.
  • Listens and documents information accurately while on calls.
  • Authorizes credit card transactions, assists with billing questions, processes gift card orders, and performs occasional office administrative duties (faxing, coping, scanning, etc.)
  • Works with safety as a priority, and follows department and company safety standards.
  • Maintains relevant knowledge of industry through continuing education and training.
  • Performs any other job-related duties as assigned.

Job Requirements:

To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Age, Gaming and Certifications:

21 years of age or above.

Will be required to obtain and maintain registration or a license issued by the Massachusetts Gaming Commission.

Education and/or Experience:

High school degree or equivalent required. Call center experience preferred.

Computer skills and knowledge of Microsoft Office, a plus.

Outstanding organizational and interpersonal skills, as well as excellent attention to detail.

Prior knowledge of the following systems is preferred: FCS, Kronos, BirchStreet, AVPM, Medallia (Guest Survey), GoConcierge, and Opera.

Language Skills:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents. Ability to respond to common inquiries from other employees or guests. Conversational English required. Ability to write instructions. Ability to effectively present information.

Mathematical Skills & Reasoning Ability:

Ability to compute basic mathematical calculations. Ability to decipher various reports and maintain reports upon request.

Physical Demands:

The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is also regularly required to stand, walk, sit, and use hands to manipulate, handle, or feel objects, tools or controls.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those that exists while Team Members are performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The noise level in the work environment is typically moderate. When on the kitchen floor or some back of house areas, the noise level increases to loud. Must be able to interact with internal and external guests in a professional manner.
  • Due to the unpredictable nature of the hospitality/entertainment industry, Team Members must be able to work varying-schedules to reflect the business needs of the property.

In accordance with our host and surrounding community agreements, we will give preference to properly qualified residents of the cities of (1) Everett, (2) Malden, and (3) Boston, Cambridge, Chelsea, Medford, and Somerville.