The Customer Care Coordinator is responsible for assisting Beau Rivage, Gold Strike, and National Harbor guests with booking Hotel (Casino, Transient, and Convention) Room Reservations; Restaurant Reservations; Entertainment and Special Event Reservations; along with offering information about the resorts, their amenities and the surrounding area. Assist Player Development staffs (Slot and Table Casino Hosts) in completing all reservations and various complimentary considerations.
ESSENTIAL FUNCTIONS AND TASKS:
Answers inbound telephone calls in a skills-based environment where transactions range from call transfers to in-room work order requests, to complex hotel, dining, event and entertainment reservations for VIP customers
Provides customers with a clear picture of Beau Rivage, Gold Strike, and National Harbor's products and services; always leading the call without failing to listen to the voice of the customer
Ensures that customer requests for reservations and other services are met and confirmed; within the guidelines established by management
Senses and exploits up-sell opportunities where appropriate; always attempting to cross-sell in cases when a specific request cannot be met
Presents, at all times, a positive view of Beau Rivage, Gold Strike, and National Harbor when interacting with customers and fellow employees
Escalates difficult and complex situations to Team Leaders as they arise
Works with Accommodations Team to evaluate individual performance and make efforts to improve performance where the need has been indicated
Provides Supervisors with important observations culled from many customer interactions, offering suggestions to improve process, product or service offerings
Works diligently to exhibit MGM Resorts SHOW service basics culture and team philosophy throughout the property
Maintains confidentiality of all Beau Rivage, Gold Strike, and National Harbor's trade secrets and proprietary information including business processes, customer information, marketing plans and any other confidential information
Complies with all departmental and Company Policies including Beau Rivage, Gold Strike, and National Harbor's business ethics guidelines.
Complies with all applicable jurisdictional regulatory requirements
Other job-related duties as assigned
This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department.
EDUCATION and/or EXPERIENCE:
High school diploma or equivalent GED
Minimum one (1) year experience in a position that handled customer calls in a sales-oriented inbound environment, or similar call center or a customer service position
Effectively communicate in English, both oral and written forms
Previous experience in a similar resort environment
Previous experience working with Opera, LMS, and/or ACSC
CERTIFICATES, LICENSES, REGISTRATIONS:
Must be prepared and able to handle, with composure and tact, a high volume of repetitive customer interactions over the telephone in a fast paced, sales-oriented environment
Must be able to remain in a seated position for an entire shift, handling transactions which require repetitive finger and wrist motion (keyboard data entry) as well as prolonged viewing of data on a computer monitor
Must demonstrate scheduling flexibility, as required in an environment where schedules are based upon fluctuating inbound call volume (weekend and holiday shifts may be required)
Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette
Knowledge of property management, reservations and player tracking systems (e.g. LMS, ARTS, ACSC) along with proficiency in basic Windows and MS Office packages are considered a plus
Strong verbal communication skills
Ability to effectively communicate in English
Regular scheduled hours : Work Days:
Other Must be flexible if needed for occasional work outside of normal business hours.