CENTRAL SERVICES REP
About The Position
The Central Services Rep answers and routes incoming calls, handles paging and radio communications, takes and delivers messages, and makes, confirms, and cancels reservations for the hotel, Vintage Restaurant, entertainment, and special events. The role provides professional customer service, helps resolve guest complaints or refers them for appropriate resolution, and responds calmly to urgent matters and emergencies in coordination with management or security. The representative maintains working knowledge of office systems, reservation procedures, the property, and current and upcoming events; logs phone problems; supports supervisors with reports and files; attends departmental meetings; and follows company and departmental policies. The position requires availability for all shifts and weekends.
Requirements
- High school diploma or GED.
- Excellent communication skills and a clear speaking voice.
- Basic computer skills and ability to operate a computer, typewriter, paging system, beepers, radios, copy machine, and fax machine.
- Ability to remain calm and respond quickly and appropriately to emergencies.
- Ability to attend to multiple items and details simultaneously with accuracy.
- Ability to read, analyze, and interpret safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence and speak effectively through paging systems and in person.
- Ability to perform basic arithmetic using whole numbers, common fractions, and decimals.
- Ability to follow written, oral, or diagrammed instructions and address problems involving several concrete variables.
- Available to work all shifts and weekends.
Nice To Haves
- Experience with or knowledge of PBX equipment and hotel reservation systems.
Responsibilities
- Answer incoming calls and route them to the appropriate people in a timely, professional, and polite manner.
- Handle paging and radio communications professionally.
- Take accurate messages and deliver them to the appropriate department or individuals.
- Make, confirm, and cancel reservations for the hotel, Vintage Restaurant, entertainment, and special events.
- Resolve guest conflicts and complaints fairly and effectively, or refer them to the appropriate department or individual.
- Maintain working knowledge of office programs and equipment, reservation procedures, the property, and current and upcoming events.
- Handle urgent matters and emergencies appropriately, working with management and/or security to direct action calmly.
- Use a calm, clear voice when using the intercom system.
- Maintain a log of phone problems and report issues requiring attention.
- Attend regularly scheduled departmental meetings to facilitate information flow.
- Assist Central Services Supervisors with reports and keep files up to date and accurate.
- Maintain regular attendance, adhere to departmental and company policies, and perform reasonable requests made by management.
- Provide excellent customer service and interact effectively with guests and Team Members.
Benefits
- Medical insurance
- Vision insurance
- 401(k) with employer match and immediate vesting
- Life insurance
- Meals, including free and discounted meals in the Team Dining Room
- Reduced workday hours
- Paid time off
- Paid holidays
- Holiday gifts and raffles
- Discounts for Costco memberships, the Monterey Bay Aquarium, Six Flags, Verizon Wireless, and Chukchansi Park
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
