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Contact Center Representative at Live! Casino & Hotel

Contact Center Representative

Live! Casino & Hotel Hanover, MD (Onsite) Full-Time
Live! Casino & Hotel - Maryland -


Why We Need Your Talents:


The overall goal of the Contact Center Agent is to ensure all communication, including calls and emails are handled in a professional and courteous manner while providing quality services to both guests and team members.



Skills to Help You Succeed:

  • Provides stellar service to all team members and guests.
  • Neutralizes guest opportunities by providing exemplary service.
  • Handles incoming calls as needed or directed.
  • Handles all calls originating from external sources into the primary casino & hotel phone lines.
  • Handles all call from internal guest lines and assist guests with appropriate needs.
  • Sells and promotes the hotel amenities and services according brand standards.
  • Seeks and acts upon opportunities to upsell services and accommodations.
  • Make calls to in-house guests and outbound numbers as needed or directed.
  • Accurately routes calls as necessary.
  • Assists with overflown calls from other in-house extensions as directed.
  • Assists with email management by responding to emails within scope of responsibility and routing correspondence to the appropriate departments.
  • Maintain guest confidentiality at all times when reviewing information.
  • Promotes positive and productive motivation within department.
  • Handle guest communication, both on property and future guests, via texting and online chat services.
  • Register Guests for select invite only and complimentary events.
  • Communicate open work orders affecting in-house guests to the appropriate departments.
  • Maintains knowledge of current service offerings, promotions, in-room offerings, current product inventory levels, in-house activities or events and travel conditions.
  • Communicates and responds to security codes as expected.
  • Maintains full knowledge, understanding, and adherence to company and department rules, policies and procedures, and sequences of service.
  • Maintain knowledge and skill levels on property specific systems including but not limited to: HMS, Oasis 360, MGT KMAN, Hotsos, Zingle, Intract and Opentable
  • Other related duties as assigned.



  • Impeccable service and conflict resolution skills.
  • Effective salesmanship skills.
  • Strong computer literacy skills.
  • Strong communication and organizational skills.
  • Effective prioritization skills.
  • Reliable ownership and follow through skills.
  • Ability to provide a luxury experience while engaging in every conversation with Team Members and guests.
  • Ability to communicate effectively in one-on-one, small group, and large group situations.
  • Ability to read, write and communicate verbally in English.
  • Ability to apply common sense reasoning to service related scenarios.

Educational Requirements

  • Education:  A high school diploma or GED equivalent
  • Experience: One (1) year experience in telephone operations or switchboard operations or Hotel operations.
  • Must be able to comply with all state gaming regulations, which may include obtaining a license.

Physical Requirements:

  • Ability to use hands and fingers to handle and feel.
  • Ability to frequently talk, hear, walk and sit.
  • Ability to occasionally use hands and arms to reach, legs and feet to balance, stoop, kneel or crouch.
  • Ability to stay in a seated positon for up to an 8 hour shift.
  • Ability to regularly lift and/or move up to 5 pounds and infrequently lift and/or move up to 10 pounds.
  • Ability to regularly utilize sufficient vision or other powers of observation to review documents and computer screens and organize documents and materials. 

Working Conditions

  • 24/7 high energy casino with over 300,000 sq. ft of gaming and entertainment space and approximately 3000 employees
  • Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
  • You will work in an environment where smoking is allowed.

What We Offer

Perks We Offer You

  • Comprehensive health coverage for full-time and part-time Team Members and their eligible dependents
  • Generous retirement savings options are available. 
  • Free uniforms
  • Free parking
  • Discounted meals
  • Service and Attendance bonuses
  • Tuition reimbursement
  • Discounts on hotels, theme parks, travel, and more!

Life at Live!

  • 24/7 high energy casino with a culture committed to fairness, teamwork, and most importantly FUN.
    • Casino is over 100,000 square feet and requires the ability and energy to move about it with a true sense of urgency!
  • Exposed to alcohol, cigarette and cigar smoke, bright lights, and loud noises.
  • You will work in an environment where smoking is allowed.


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