What are the responsibilities and job description for the Resort Call Center Host position at Foxwoods Resort Casino?
Under the supervision of the Resort Call Center Shift Manager, the incumbent is responsible for providing professional, outstanding quality of guest service and polished, unparalleled service to all VIP and Casino guests and their affiliates. Responsible for replying to e-mails, providing accurate information to guest through guest interaction on Foxwoods website. Assists in the training of new staff members. High school diploma or GED as well as one (1) year of VIP representative experience and/or one (1) year Call Center experience and/or one (1) year Concierge and must possess Sales experience. Computer and phone experience preferred. Must possess the ability to multitask proficiently while promoting the Quality Assurance culture and maintain an 85% Quality Assurance Performance level. Must possess the ability to build relationships with guest which will result in repeated sales/business. Must be able to type at least 20 words per minute while processing reservations. Must have the ability to handle high call volume. Required to become proficient with department-specific computer systems. Must possess well developed guest service technique, negotiating skills necessary for resolution of guest inquires, a clear, pleasant speaking voice and good hearing to ensure effective telephone communication. Position requires confined sitting 95% of the time, telephone communication and computer keyboarding 90% of the time.
