Call Center Representative
About The Position
The Call Center Representative is responsible for handling incoming calls, making reservations, and providing comprehensive property information for the Resort and Casino. This role requires excellent communication and active listening skills to courteously assist guests, clarify information, and resolve routine issues. The representative will also manage email and text requests, utilize a guest Hotel system for activities and product research, and escalate complex matters to a supervisor. Adherence to company policies, guest service standards, and regulatory requirements is essential, along with a commitment to the company's Mission, Vision, and Values.
Requirements
- High School diploma or GED.
- Must be at least eighteen (18) years of age.
- One (1) year guest service experience.
- Proficient in using Microsoft Office Suite applications and Lodging Management/Reservation Systems.
- Excellent communication skills both written and verbal.
- Read, write, and speak English fluently.
- Excellent organizational skills and attention to detail.
- Strong analytical and problem-solving skills.
- Strong interpersonal and guest service skills.
- Schedule flexibility must be willing and able to work all shifts, nights, overnights, weekends and holidays.
- Strong guest service and problem-solving skills.
- Able to Multitask in a fast-paced environment.
- Ability to secure and maintain STATE OR TRIBAL Gaming License.
- Strong understanding of proper business etiquette and interactions.
- Demonstrate excellent listening skills to ensure meeting guests' needs.
Nice To Haves
- Casino or hospitality experience preferred.
Responsibilities
- Responsible for answering phones, making reservations, and providing property or similar information in a courteous manner, directing individuals to the correct department/individual, and answering any property information questions.
- Practices, supports, and maintains the Mission, Vision and Values of Casino.
- Receives calls and provides all Resort and Casino property information.
- Answer phones within the prescribed time, and processes phone calls promptly and courteously.
- Engages in active listening with callers, confirming or clarifying information, and diffusing conflicted or disgruntled guest, as needed.
- Analyzes guests’ service needs and refers to other service or technical departments for follow-up as needed.
- Resolves routine problems and communications solutions or requested information to the guest.
- Uses guest Hotel system to record activities and research product information.
- Escalates complex issues to supervisor.
- Presents oneself in a neat and clean appearance at all times.
- Responds to all email and text requests promptly and appropriately.
- Mails out information as requested.
- Demonstrates and provides outstanding guest and team member relations at all times.
- Participates in training and other learning opportunities to expand knowledge of company and position.
- Complies with all policies and procedures set forth by STRC and hotel management.
- Participates in the resolution of disputes and notifies the supervisor when necessary.
- Exemplifies STRC’s guest service standards and expectations.
- Understands and adheres to all regulatory, Tribal, Casino, and Hotel department rules, regulations, policies, and procedures.
- Must have the ability to adapt to different situations and change in work processes to accommodate guest needs.
- Demonstrate the ability to take constructive feedback.
- Interact appropriately and effectively with guests, management, other team members, and outside contacts.
- Perform other tasks assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1-10 employees
