As a Room Reservations Agent, you will be responsible for coordinating world-class guest services through The Cosmopolitan of Las Vegas Call Center. In this multi-facet role, you will be at the center of service activity, accommodating a diverse group of guests and creating interactions following Our Take on Service guidelines that separate us from the competition.

PRIMARY JOB DUTIES:

Duties include, but are not limited to, the following:

• Answer all inbound and outbound calls as needed and accurately route calls as necessary.
• Customize guest experience by coordinating and reserving room accommodations, redeeming available offers specific to the guest profile, resort services, and guest activities on and off property.
• Assist with overflow calls from other in-house call centers as needed.
• Sell and promote the hotel amenities and services to brand standards.
• Seek and act upon opportunities to upsell services and accommodations.
• Assist with email management by responding to emails within scope of responsibility and routing correspondence to the appropriate departments in a timely manner.
• Maintain knowledge of current service offerings, promotions, in-room offerings, current product inventory levels, in-house activities or events and travel conditions.
• Communicate and respond to security codes as expected.
• Other duties as assigned.

QUALIFICATIONS:

Required:

• At least six months experience in a fast paced customer service role in a similar high volume environment.
• Strong written and verbal communication skills with the ability to effectively communicate in English.
• Excellent customer service skills.
• Intermediate computer skills.
• Polished appearance and demeanor.
• High School diploma or equivalent.
• Strong organizational skills.
• Ability to obtain and maintain full knowledge and understanding of company and department rules and regulations, policies and procedures.
• At least 18 years of age.

Preferred:

• Previous experience working in a Front Desk or Call Center environment.
• Knowledge of LMS.
• Previous experience working in a large, luxury resort setting.

PHYSICAL, ENVIRONMENTAL & OTHER REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is performed in a call center office environment.
• Must be tolerant to varying conditions of noise level, temperature, illumination and air quality.
• The noise level in the work environment is usually moderate.
• Constant contact with executives, department management, applicants, employees and guests.
• Prolonged sitting or standing and mobility.
• Bending and reaching.
• Transporting, pushing, pulling, and maneuvering items weighing up to 25 lbs.
• Eye/hand coordination.
• Use of standard office equipment.
• Basic math.
• Ability to push and/or pull file cabinet drawers weighing up to 5 lbs.
• Ability to distinguish letters, numbers and symbols.
• Ability to comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (MSDS) and other instructions.