Call Center Reservations Agent- Steady Extra Encore Boston Harbor

About Encore Boston Harbor

Encore Boston Harbor is a luxury global destination gaming resort that features 671 hotel rooms with sweeping views of the Boston skyline and Boston Harbor, ultra‑premium spa, luxury retail, high‑end dining, and state‑of‑the‑art ballroom and meeting spaces. At a total cost of $2.6 billion, it is the largest private single‑phase development in the history of the Commonwealth. Situated on the waterfront along the Mystic River and connected to Boston Harbor, Encore Boston Harbor includes a six‑acre park along the water that features a harbor walk, an events lawn, public viewing areas, ornate floral displays, and retail and dining experiences that overlook the Encore Harbor Walk.

Responsible for providing information and booking services for guests of the hotel, offering personalized services of the highest level including room reservations, restaurant reservations, show tickets, transportation, shopping, and spa & salon services. Responsibilities include, but are not limited to, carrying out and maintaining processes, supporting the department, maximizing opportunities for departmental success, maintaining all Encore Standards, and ensuring an excellent guest and team‑member experience.

• Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.
• Participates in the execution of short‑and long‑term departmental goals, objectives, policies, and operating procedures; monitors and evaluates operational effectiveness; effects changes required for improvement; identifies key drivers of success.
• Actively contributes to departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
• Verifies that all applicable internal policies, federal and state laws, rules, regulations and property‑wide controls are enforced within the department.
• Delivers and maintains a maximum level of service.
• Contributes to company‑wide communication and best practices.
• Keeps informed of all new developments within the department.
• Balances multiple priorities simultaneously and meets deadlines, often in stressful and high‑pressure situations.
• Responsible for answering and efficiently handling or directing incoming calls.
• Maximizes potential revenue through selling services and amenities, including restaurant, room, and event reservations, with the highest level of integrity for our properties and the guest experience.
• Assists guests by providing information about property amenities and events and the Red Card loyalty program via all applicable phone queues and communication channels.
• Inputs, modifies and cancels reservations in the appropriate computer systems, using detailed data entry methods.
• Listens and documents information accurately while on calls.
• Authorizes credit‑card transactions, assists with billing questions, processes gift‑card orders, and performs occasional office administrative duties (faxing, copying, scanning, etc.).
• Works with safety as a priority, and follows department and company safety standards.
• Maintains relevant knowledge of industry through continuing education and training.
• Performs any other job‑related duties as assigned.

To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

21 years of age or above. Will be required to obtain and maintain registration or a license issued by the Massachusetts Gaming Commission.

High school degree or equivalent required. Call center experience preferred. Computer skills and knowledge of Microsoft Office, a plus. Outstanding organizational and interpersonal skills, as well as excellent attention to detail. Prior knowledge of the following systems is preferred: FCS, Kronos, Birch Street, AVPM, Medallia (Guest Survey), Go Concierge, and…