Job Description

Hourly Pay: $31.76- $31.76

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.

Qualifications :

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.
• Reliable consistent and punctual attendance is required.

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.

Remote Work :

No

Employment Type :

Full-time

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