Guest Services Information Operator II - Viejas Casino & Resort

GENERAL SUMMARY

The Guest Service Information Operator II is responsible for operating cord or cordless switchboard.Provides prompt, courteous, and efficient handling of high volume incoming, outgoing, and interoffice calls. Answers all general information inquiries and those regarding specific areas, such as gaming departments, entertainment, restaurants, retail outlet center and hotel. In addition, assists with CMP related questions such as guest promotional offers, comps, and points.

CORE SCOPE OF POSITION

• Answers all incoming calls through the main lines, operator lines, and voicemail.
• Answers all incoming text messages through text messaging program.
• Answers all calls and questions regarding guest’s player club card, promotions, points, offers, and comps.
• Answers all housekeeping calls from guests and enters requests in HOTSOS tracking system. Follows up with guest to ensure request has been taken care of.
• Enters guest wake-up calls into HOTSOS and follows up with a personalized wake-up call within 5 minutes after their requested time to ensure guest is awake.
• Answers all Room Service calls from guests and enters orders in InfoGenesis system. Follows-up with guest and/or Food and Beverage staff to ensure guest is satisfied.
• Transfers all calls to correct extension, or department, while maintaining a calm and professional demeanor at all times.
• Provides guests directions to Viejas Casino and Resort by utilizing online map.
• Assists guests with courtesy call, taxi service, and hotel arrangements.
• Notifies Security of any guest reports of theft.
• Attends all mandatory enterprise and hotel meetings/trainings for updates on ongoing enterprise and hotel activities, promotions, and policies
• Maintains current list of all managers' home phone, pager, and cell phone numbers.
• Maintains authorized list for distribution of numbers.
• Maintains the highest level of confidentiality including Public Relations and Media.
• Maintains current calendar regarding overall casino, hotel, and outlet center business including updates and promotional events.
• Provides reports to other team members during shift rotation as needed.
• Understands and practices emergency procedures for handling bomb threats, medical emergency, evacuation, and emergency contact.
• Ensures that a clean, safe, hazard-free work environment is maintained.
• Adheres to all company and department policies, procedures, and standard operating guidelines
• Performs other duties as assigned.

STYLE SERVICE COMMITTMENT

All Team Members commit to delivering Viejas STYLE Service, our own unique delivery of hospitality service that creates an experience our Guests never want to leave. As a Viejas Team Member, your commitment to and upholding of --- these standards is important and necessary to ensure Viejas is a place our Guests and Team Members enjoy as a place to stay, play, dine and work!

INTERACTION

• Interacts with internal and external guests.

SUPERVISION

• Does not provide supervision to other team members.

KNOWLEDGE AND SKILLS

• Excellent verbal, written, and interpersonal communication skills.
• Demonstrated strong guest service skills, including enthusiastic, energetic, professional, friendly and courteous behavior at all times.
• Detail-oriented, organized, self-motivated, and values teamwork.
• Knowledge of Microsoft Word and Excel.
• Knowledge of Player Tracking system, slot machines and table games.
• Able to learn Property Management System (PMS).
• Ability to resolve problems efficiently and effectively.
• Ability to work with diverse personalities and environment.
• Ability to multi-task and work in a fast-paced, deadline-oriented environment
• Ability to work in a professional high-pressure environment while demonstrating and maintaining good personal relation/people skills and a positive attitude.
• Ability to multitask and work well under stress.
• Must be a self-starter and able to adjust to change.
• Must be able to work flexible hours during the day or evening including weekends, holidays, and all blackout dates.

EDUCATION/CERTIFICATION

• High school diploma or general education degree (GED).

EXPERIENCE

• 2 or more years of related experience and/or training preferred.
• Experience with large call volume required.
• Must be age 21 years of age or older.