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VIP Relations Call Centre Specialist

Parq Vancouver, Vancouver, British Columbia, Canada Req #608
Tuesday, August 6, 2019
Vancouver’s premiere entertainment destination invites guests to step into an environment of luxury, passage and discovery. Since making its grand entrance in 2017, Parq Vancouver has become an iconic city symbol, hosting international trailblazers, local legends, captains of industry, sports mavens, and adventurers of all kind. Ideally situated between the stylish neighbourhoods of Yaletown and Gastown, Parq Vancouver’s uniquely vertical multi-tower design occupies a boutique-scale footprint while its prestigious address offers a seamless connection to BC Place, Rogers Arena and the electric pulse of downtown and ideal for pre- and post-game celebrations. When journeys begin here, lasting memories are made.

OVERVIEW

The VIP Relations Call Centre Specialist will ensure the development of excellent service relationships with all Parq Casino and VIP guests while providing a “World Class” customer services experience.  This role supports all resort VIP guests, identify by management, by providing one-stop-shop services, including but not limited to hotel, restaurants, spa, and event reservation, travel, transportation, off-site activities, and any other services required to deliver to these special resort guests.  The Specialists are responsible for the coordination of complementary requests for VIP Casino clients with casino management team. Synergize all resort activities for the ultimate VIP guest experience.

DUTIES AND RESPONSIBILITIES
•    To participate in operating a 24-7 VIP Relations Call Centre to provide exceptional phone services for select casino and resort VIPs
•    Greet phone-in customers in accordance to department standards
•    Provide a one-stop-shop reservation service experience that includes hotels, restaurants, SPA, transportation, onsite events and offsite needs
•    Facilitate complementary requests
•    Communicate to reservation request to the appropriate outlets
•    Follow up customers to confirm all needs and reservations
•    Adhere to companies strict confidentiality of all information of players and casino policies and procedures
•    Deliver superior customer service at all times
•    Resolve customer complaints or issues and escalates to managers if necessary on a daily basis
•    Assist with organization of VIP customer events
•    Commitment to understanding customer needs to enhance the guest experience
•    Provide updated customer information to the appropriate department promptly
•    Notify Host staff of pertinent guest comments and/or complaints
•    Collect guest preferences to populate CRM system with each interaction
•    Liaise between VIP guest and host/concierge
•    Assist with Casino group check-ins
•    Other duties as assigned

QUALIFICATIONS AND EXPERIENCE
•    High school diploma, Bachelor degree in business, hospitality, or tourism
•    Bilingual – Must be literate and fluent in English and another language
•    Minimum 1 to 3 years experience in customer relations
•    Knowledge of casino operations is preferred
•    Experience in working in a call center is preferred
•    Ability to effectively manage time and perform multiple tasks simultaneously
•    Understands MS Office applications such as MS Word and MS Access

CERTIFICATES AND/OR LICENSES REQUIREMENTS
•    Ability to obtain a valid GPEB License
•    Ability to complete all BCLC Certifications
•    Serving it Right Certification

PHYSICAL REQUIREMENTS
•    Able to lift, handle, and transport materials that are over 20lbs
•    Required to sit, stand and walk during working hours
•    Must be able to work various shifts, weekends, and holidays

Other details

  • Pay Type Hourly
  • Parq Vancouver, Vancouver, British Columbia, Canada