Resort Experience Representative

Syucan•El Cajon, CA

21h

About The Position

Join Our Team as a Resort Experience Representative! Bring your passion for hospitality to Sycuan Casino Resort! As a key member of our high‑energy Contact Center team, you’ll be the welcoming voice of our Casino, Hotel, and Golf Resort—helping guests craft unforgettable stays from the moment they call! Job Purpose: Responds to and directs incoming calls from internal and external guests regarding hotel reservations, golf resort reservations, restaurant reservations, and general casino information, while proving superior guest service. Job Duties and Responsibilities: (Note: Duties and responsibilities may be added, deleted, or changed at the sole discretion of Sycuan Management at any time) Assists guests with hotel reservations for both Casino Hotel and Singing Hills Golf Resort Answers incoming external calls, providing guests with hotel room information and resort amenities, determining appropriate room type based on guest needs, billing, entering guest information into property management system, informing guests of guarantees, special rates, and cancellation policies, as well as up-selling and cross-selling when appropriate. Handles incoming guest calls from rooms including dispatching amenities, billing, service recovery and working alongside the Front Office and Housekeeping to deliver exceptional service. Provides guests with service by answering incoming calls, greeting callers in a friendly and courteous manner, accurately directing calls to appropriate departments, transferring calls to guests and groups, Provides accurate and timely information to callers, assisting guests with wake-up calls and room service requests. Provides information regarding casino promotions, contests, giveaways and concerts, and promptly notifies Management of guest concerns and complaints. Supports the Host department with hotel reservations by answering incoming calls, relaying availability and restrictions, and completing billing setup and reservations. Maintains a working knowledge of all Casino, Hotel, and Golf Resort rules, regulations, promotions, pricing, hours of operation, and menu information, for relay to guests and team members. Assisting guests with all outlet reservations including restaurant reservations and tee times. Maintains system accuracy and ensures all departmental processes and procedures are adhered to and completed. Assists the department by completing other duties as assigned.

Requirements

Guest service experience
Ability to interact effectively with team members and guests
Ability to prioritize and perform multiple tasks and assignments
Ability to communicate effectively in the English language
Ability to understand and follow verbal directives and written directions
Ability to perform data entry assignments
Ability to maintain professionalism and composure
Ability to resolve and/or escalate guest issues to management in professional manner
Ability to accept constructive criticism
Must possess computer skills, including, Microsoft Word, Excel, & Outlook
Ability to read and complete forms and documents
Ability to perform simple mathematical calculations
Ability to sit or stand for up to eight hours
Ability to maintain confidentiality
Ability to appear for work on time
High School Diploma or G.E.D

Nice To Haves

1 year Hotel Experience
Experience in quality assurance specific to AAA Four Diamond and 4 Star Forbes standards
Working knowledge of Delphi and Infor HMS
Working knowledge of Cisco Call Manager Services

Responsibilities

Assists guests with hotel reservations for both Casino Hotel and Singing Hills Golf Resort
Answers incoming external calls, providing guests with hotel room information and resort amenities, determining appropriate room type based on guest needs, billing, entering guest information into property management system, informing guests of guarantees, special rates, and cancellation policies, as well as up-selling and cross-selling when appropriate.
Handles incoming guest calls from rooms including dispatching amenities, billing, service recovery and working alongside the Front Office and Housekeeping to deliver exceptional service.
Provides guests with service by answering incoming calls, greeting callers in a friendly and courteous manner, accurately directing calls to appropriate departments, transferring calls to guests and groups
Provides accurate and timely information to callers, assisting guests with wake-up calls and room service requests.
Provides information regarding casino promotions, contests, giveaways and concerts, and promptly notifies Management of guest concerns and complaints.
Supports the Host department with hotel reservations by answering incoming calls, relaying availability and restrictions, and completing billing setup and reservations.
Maintains a working knowledge of all Casino, Hotel, and Golf Resort rules, regulations, promotions, pricing, hours of operation, and menu information, for relay to guests and team members.
Assisting guests with all outlet reservations including restaurant reservations and tee times.
Maintains system accuracy and ensures all departmental processes and procedures are adhered to and completed.
Assists the department by completing other duties as assigned.