The Casino Telemarketing Specialist will be responsible for the strategic outreach to qualified casino guests via telemarketing outbound calls, converting conversations into booked room reservations. The Casino Telemarketing Specialist will constantly strive to exceed guest expectations through gracious and personalized service. The ideal candidate for this position will be goal driven and will possess strong phone etiquette and customer service skills, a passion for guest care, and a commitment to proactive service and recovery, as necessary. 

• Work diligently to drive incremental revenue through booked room reservations.
• Projects warmth and enthusiasm on the phone; Develop one on one relationships with guests and provide exceptional service to cultivate and maintain relationships.
• Ensure that all guests are assisted in an efficient and courteous manner.
• Resolve complaints and issues effectively while escalating concerns as appropriate.
• Must be knowledgeable of the property, and be able to explain, games offered by the casino, current marketing events, promotions, and programs.
• Arrange reservations, transportation, and accommodations for guests.
• Conduct themselves with the highest levels of integrity and honesty by using sound judgment and make decisions in accordance with established comp and expense guidelines and fully comply with all applicable rules, regulations, laws, and policies.
• Confident in your ability to meet goals set forth by the management team.
• Demonstrate a willingness to teach, mentor, train and share information with the team.
• Has the ability to multitask and prioritize in a challenging environment.
• Perform other related duties as required.

Work Environment

• Must be able to work in moderate to loud noise conditions.
• Must be able to make telephone calls for extended periods (minimum 75+ Outbound calls/day).
• Must be able to work under fluorescent lighting, at a desk, off of computer monitors while operating a keyboard, for the majority of the day.

Skills

• Outstanding customer service and communication skills.
• Ability to think independently in making real-time decisions to maximize guest service experience.
• Comfortable with “cold calling.”
• Highly organized, initiative-taking and detail oriented.
• Possess sharply honed interpersonal skills, inspire confidence, and exude authenticity with regard to both guest and team interactions.
• Effective time management skills and ability to perform multiple tasks simultaneously.
• Must have excellent oral and written communication skills.
• Must be able to listen and respond to visual and aural cues.
• Capacity to receive coaching and turn constructive feedback into motivation to drive positive results.
• Technical capacity: proficiency in Microsoft Office, specifically Outlook, Word and Excel are preferred.

Education and/or Experience:

• High school diploma.
• Two (2) years of previous experience in casino, hospitality, telemarketing, or other customer service environment.

Language Skills:

• Ability to read, analyze, and interpret documents, such as policy and procedure manuals, instructions, emails, and other related documents.
• Ability to respond to common inquiries from other employees or guests.
• Fluency in English required, second language a plus.
• Ability to write detailed instructions and correspondence.
• Ability to effectively present information in one-on-one and group situations.

Age, Certifications and Work Cards:

• 21 years of age or above.
• Nevada Gaming Control Board Registration is required for this position.

Other Duties

This job description is not designed to contain an all-inclusive list of duties or responsibilities that are required of the employee for this position. These may change at any time with or without notice.

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws confidential according to EEO guidelines.