Call Center Reservations Agent Encore Boston Harbor

Encore Boston Harbor is a luxury global destination gaming resort featuring 671 hotel rooms with sweeping views of the Boston skyline and Boston Harbor, an ultra‑premium spa, luxury retail, high‑end dining, and state‑of‑the‑art ballroom and meeting spaces. The resort includes a six‑acre park along the water that hosts a harbor walk, events lawn, public viewing areas, ornamental floral displays, and retail and dining experiences overlooking the Encore Harbor Walk.

Responsible for providing information and booking services for guests of the hotel, providing personalized services of the highest level including: room reservations, restaurant reservations, show tickets, transportation, shopping, and spa & salon services. Supports the department and maximizes opportunities for departmental success; maintains all Encore Standards; ensures excellent guest and team member experience.

• Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.
• Participate in the execution of short‑ and long‑term departmental goals, objectives, policies, and operating procedures; monitor and evaluate operational effectiveness; effect changes required for improvement; identify key drivers of success.
• Actively contributes to departmental performance and to 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, following department and company safety standards.
• Maintains relevant knowledge of industry through continuing education and training.
• Performs any other job‑related duties as assigned.

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. Prior knowledge of the following systems is preferred: FCS, Kronos, Birch Street, AVPM, Medallia (Guest Survey), Go Concierge, and Opera.

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents. Ability to respond to common inquiries from other employees or guests. Conversational English required. Ability to write instructions and to effectively present information.

Ability to compute basic mathematical calculations. Ability to decipher various reports and maintain reports upon request.

The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job. While performing the duties of…