Under the direction of the Player Development Manager, the incumbent will solicit and cultivate database segments in an effort to drive incremental revenue.
Responsibilities
Executing outbound sales calls in a polite manner with proper phone etiquette.
Executing outbound sales calls with a through understanding of an individual’s available marketing offers and promotions
Accurately document and process customer reservation requests for rooms, events, promotions, restaurants, spa and dining (list is not exhaustive)
Ability to clearly explain specific marketing promotions, initiatives, and property amenities based on customer interest and needs
Work directly with Player Development, National Marketing, Asian Marketing and general Marketing teams as needed to ensure a quality guest experience
Personalize guest interactions to build rapport and loyalty
Answer inbound customer inquiries using methods defined by management, as needed
Ensure customer requests for reservations and other services are met and confirmed
Senses and exploits upsell opportunities where appropriate, always attempting to cross-sell in cases when a specific request cannot be met
Escalates complex and difficult situations to the Player Development Manager when they arise
Must be prepared to handle, with composure and tact, a high volume of outbound repetitive customer interactions over the telephone in a sales-oriented environment
Remain in a seated position for an entire shift executing outbound sales calls and completing reservation transactions which at times requires repetitive finger and wrist motion
Must meet key performance indicators, such as phone calls, room bookings and other metrics as assigned
Complies with all New Jersey regulatory requirements
Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate managers of concerns and observations.
Demonstrate actions and behaviors that reinforce the Company’s Mission and Values.
Ensure prompt and discreet notification to managers and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
Other duties as assigned.
Qualifications
High School diploma or equivalent required
Bachelors degree preferred, or combination of education and experience
Previous experience with high volume calls/telemarketing preferred
Proficient computer skills
Experience in a hospitality (hotel/casino) a plus, specifically scheduling reservations
