Call Center Agent

Gaylord Entertainment (NYSE:GET), a leading hospitality and entertainment company based in Nashville, Tenn., owns and operates three industry-leading brands -- Gaylord Hotels (www.gaylordhotels.com), its network of upscale, meetings-focused resorts; ResortQuest International (www.resortquest.com), the nation's largest vacation rental property management company; and the Grand Ole Opry (www.opry.com), the weekly showcase of country music's finest performers for 78 consecutive years. The Company's entertainment brands and properties include the Radisson Hotel Opryland, Ryman Auditorium, General Jackson Showboat, Springhouse Golf Club, Wildhorse Saloon and WSM-AM. For more information about the Company, visit www.gaylordentertainment.com.Looking for a fun, exciting, challenging work environment with unlimited growth potential? Then be a STAR in our Call Center Team! We provide excellent training and career guidance; incredible benefits, discounts and perks; and a unique STARS First culture.Our Call Center Agents are responsible for delighting guests by providing a professional, efficient and friendly telephone service to guests and callers. Help us Wow our guests by presenting a "You Can't Miss This" view of the hotel when booking Reservations, a "Make it Right" philosophy when dealing with guest misses and "It's my Pleasure" when callers need assistance through the call center.Other responsibilities of the Call Center Agent are to answer all call center service calls with the appropriate greetings in a timely manner. Enter and track work orders, utilizing the Espresso system for response time and conduct follow up calls to guest when required or needed. Ensure all guest wake up calls are executed in a timely manner or manual calls are conducted on all incomplete, returned or personally requested wake ups. Input/retrieve text and voice messages accurately and efficiently. Enter all reservations into the property management system by phone, delegate card, rooming list and transient mail. Maintain a current knowledge of each attraction of the company and be able to give details of the attraction to increase revenue stream for these areas. Remain calm in all emergency situations and be able to calm callers and co-workers while giving directions and information to aide in their safety. Exhibit world-class service skills as well as Gaylord Opryland attributes of a positive attitude, strong work ethic, teamwork and a passion to serve. Perform other duties as assigned.This is a full time position. The successful candidate will have full availability between first and second shifts, including weekends and holidays.
REQUIREMENTS
Great customer relations ability
Ability to work independently as well as within a team
Strong verbal and written communication skills
High school diploma or equivalent
One or more years in telemarketing, call center or customer service environment
Multi-line phone and computerized reservations system experience preferred
Minimum typing speed of 25 words per minute
Knowledge of Microsoft Windows
Willingness to work a varied schedule to include nights, weekends and overtime as business dictatesGaylord Entertainment offers a competitive, comprehensive benefits and compensation package. Gaylord promotes a Drug-Free workplace and is an Equal Opportunity Employer (EOE).