Call Center Operator
Location: Cape Town, Western Cape Table Mountain Casino Resort
Job Type Classification: Permanent
Closing Date: None
Salary: market related
Position Summary:
The Call Center Agent serves as the first point of contact for guests and internal team members reaching out to TMCR. This role is responsible for handling a high volume of incoming phone calls in a courteous and efficient manner, ensuring that each caller receives the highest standard of customer service. The agent assists with various guest services, including hotel room reservations, wake-up call scheduling, and other special requests, while also supporting internal communication through radio dispatch and paging systems. This position plays a key part in ensuring seamless communication throughout the organization and delivering a professional, guest-focused experience.
Education and Experience Requirements:
- A high school diploma or equivalent is required. Exceptions may be made at the discretion of Human Resources Management.
- Prior experience working with multi-line phone systems and two-way radios is highly preferred.
- Background in hospitality, including roles in hotels, casinos, reservations, front desk, or guest services, is strongly encouraged.
- Proficiency in basic computer applications is required.
- A friendly and professional demeanor is essential for success in this role.
Key Responsibilities and Duties:
- Answer all incoming calls in a knowledgeable, professional, and courteous manner, serving both external guests and internal departments.
- Handle hotel reservations, including processing new booking requests, modifying existing reservations, and managing cancellations with accuracy and efficiency.
- Provide timely and accurate wake-up call services and address special guest requests to enhance their experience.
- Page guests and staff over the Public Announcement (PA) system when requested.
- Relay necessary information to departments and personnel using the two-way radio system, ensuring clear and timely communication.
- Support other departments with general administrative and clerical assistance as needed.
- Maintain an up-to-date knowledge of all TMCR facilities, services, promotions, and events to better assist guests and answer questions accurately.
- Ensure a consistently high level of guest service is provided at all times, creating a welcoming and helpful environment for callers and internal clients alike.
- Practice sound judgment and discretion when handling sensitive or confidential information related to TMCR operations.
- Uphold confidentiality standards in accordance with company policy and industry best practices.
Additional Requirements:
- Must have the flexibility to work various shifts, including mornings, afternoons, evenings, nights, weekends, and holidays, based on operational needs.
- Must adhere to all TMCR policies and procedures, including those related to hotel operations and guest service standards.
- Perform additional duties as assigned by management to support departmental and organizational success.
Work Environment and Physical Demands:
This position is based in an indoor office or call center environment with a generally moderate noise level, though occasional exposure to cigarette smoke may occur. While performing the duties of this job, the employee must be able to:
- Sit, stand, and walk for extended periods.
- Use hands and fingers to operate a phone, computer keyboard, and other equipment.
- Reach with arms and hands.
- Frequently lift and/or move up to 25 pounds.
- Maintain close visual focus and adjust focus as needed.
- Distinguish colors and interpret visual details accurately.
Security and Confidential Access:
- Access to sensitive areas such as hotel storage spaces, authorized email accounts, and secure zones is permitted only when accompanied or granted appropriate clearance.
- Signatory authority includes authorization of call center-related forms and documentation.
Reporting Structure:
- This position does not have direct supervisory responsibilities.
- Reports operational concerns and updates to the Call Center Supervisor or designated management personnel.
Join Our Whatsapp Channel
Click the Button Below to Join Online..
JOIN HERE
Please Note: Dream job link does not represent any companies but it advertise for you guys All Applications must be directed to the companies Career Portals
Thank You…