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Call Center Representative
What You'll Do:
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.
What You'll Bring:
- 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.
- Excellent communication skills both written and verbal. Read, write, and speak English fluently.
- Strong understanding of proper business etiquette and interactions.
- Demonstrate excellent listening skills to ensure meeting guests' needs. Interact appropriately and effectively with guests, management, other team members, and outside contacts.
- Perform other tasks assigned.
- High School diploma or GED.
- Must be at least eighteen (18) years of age.
- One (1) year guest service experience. Casino or hospitality preferred.
- Proficient in using Microsoft Office Suite applications and Lodging Management/Reservation Systems.
- Excellent communication skills. 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
- Must be able to tolerate areas containing varying noise, smoke, and temperature levels
Gaming License Required? Ability to secure and maintain STATE OR TRIBAL Gaming License.
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