Sensing and exploiting up-sell opportunities where appropriate always attempting to cross-sell in cases a specific request cannot be met Providing customers with a clear picture of company products and services always leading the call without failing to listen to the voice of the customerĮnsuring that customer requests for reservations and other services are met and confirmed within the guidelines established by management Responding to inbound customer and partner digital inquiries, using methods and verbiage defined by management In the context of frequent and sometimes challenging (and often rewarding) customer contact, the Representative works in a structured framework of readily available information, continual management support, and measureable, achievable goals.Īnswering 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
In this way, the Representative acts as the voice of the company and its properties.
The Customer Care Representative is a critical to the success of the company casino & hotel properties because the role is geared towards providing callers with positive experience during and in advance of their visits.
