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The Call Center Representative at Sycuan Casino plays a crucial role in providing exceptional guest service by responding to and directing incoming calls from both internal and external guests. This position is essential for managing hotel reservations, golf resort bookings, restaurant reservations, and general inquiries about the casino. The representative is expected to deliver superior service while maintaining a friendly and courteous demeanor, ensuring that all guests feel valued and well-informed. In this role, the representative will assist guests with hotel reservations for both the Casino Hotel and Singing Hills Golf Resort. This includes answering incoming calls, providing detailed information about room types, resort amenities, and billing procedures. The representative will also handle guest calls from rooms, which may involve dispatching amenities, managing billing inquiries, and coordinating with the Front Office and Housekeeping to ensure exceptional service delivery. Additionally, the representative will provide information about casino promotions, contests, and events, while promptly addressing any guest concerns or complaints. The Call Center Representative must maintain a comprehensive understanding of all Casino, Hotel, and Golf Resort rules, regulations, promotions, pricing, and operational hours. This knowledge is vital for accurately relaying information to guests and team members. The representative will also support the Host department by managing hotel reservations and ensuring system accuracy in all departmental processes. Other duties may be assigned as needed, reflecting the dynamic nature of the role and the commitment to guest satisfaction.
