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Form of workSunseeker Resort Charlotte Harbor is searching for a Call Center Representative for the Overnight Shift!
The Call Center Representative is responsible for responding to and processing all incoming and inter-office phone calls and messages. The Call Center Representative is expected to have a thorough knowledge of Resort operations, staff and outlets to provide the caller with the highest caliber of guest service. (this is an Overnight Shift)
All duties are performed in accordance with department and Sunseeker Resorts policies, practices, and procedures.
JOB DUTIES:
- Courteously answers incoming telephone calls, connecting callers to appropriate departments, hotel guests, or hotel personnel.
- Accurately identifies the appropriate Department and extension related to the caller’s intended service or key personnel.
- Successfully book, modify, and cancel room reservations, restaurant reservations, golf reservations and activity itineraries for any given time, knowing what types of accommodation, rates and special packages are available.
- Using LASO, inputs text messages for in-house guests, and future guests via the Sunseeker App.
- Determine what a potential guest is looking for in room accommodations by making personalized suggestions and recommendations. Assist guests through problem solving situations while keeping the Front Desk Asst Manager well informed of challenges and guest feedback.
- Communicates, via HotSos, service requests to the Facility and Housekeeping Departments. Follows up on all entries to ensure completion.
- Stay informed and up to date on property information and recite all information regarding hotel facilities, hours of operation, key personnel, special activities, and functions in the hotel to our guests. Inputs text messages for in-house guests, and future guests, of Sunseeker Resorts.
- Perform all other duties as requested by management.
Minimum Requirements:
Combination of Education and Experience will be considered. Sunseeker Resorts performs criminal background checks on all candidates. Candidates will need to be authorized to work in the US as defined by the Immigration Act of 1986. Sunseeker Resorts uses E-Verify to confirm the eligibility of all newly hired employees to work in the United States. For more details on E-Verify visit e-verify.gov.
- High School diploma, GED, or equivalent
- Able to communicate in English, both in written and oral forms
- Strong interpersonal skills
- Strong customer service & communication skills
Other Minimum Requirements:
- Ability to work varied shifts, including weekends and holidays.
- Ability to sit for long periods of the time.
- Excellent customer service skills.
- Ability to function well under pressure, manage multiple priorities, and meet established deadlines.
- Must possess mature personal discretion and sound judgment.
- Interpersonal skills to deal effectively with all business contacts.
- Professional appearance and demeanor
- Attentive and active listening; has the patience to hear people out
- Trustworthy and responsible
- Resourceful, makes things happen and looks for ways to work more efficiently
- Adept to multitasking and hotel systems
Sunseeker Resorts is an Equal Opportunity Employer (EOE) and is committed to creating a diverse workplace environment. All persons shall have the opportunity to be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medical conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information or any other characteristic protected by applicable federal, state or local laws and ordinances.
For more information, see www.sunseekerresorts.com
