Call Center Representative Casino, 5485 Casino Way, El Cajon, California, United States of America Req #14586 Thursday, October 17, 2024 The ancestors of the Sycuan Band of the Kumeyaay Nation existed many centuries ago as a community of people…a Tribe living together, farming, hunting and fishing to survive.Much has changed since that time. Today the Sycuan Tribe governs its Reservation, owns and operates a Casino and a Golf Resort, and owns a number of other business ventures in the San Diego Region. One attribute that remains unchanged, however, is Sycuan's sense of community. Sycuan is more than just a business. Sycuan is a community of people working together toward a common goal. Whether you work in our state-of-the-art Casino, our beautiful Resort, or become a staff member in our Tribal Government division, you will be part of the Sycuan family.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.
Job Specifications:
Education and Experience:
Essential:
Guest service experience
Desirable:
1 year Hotel Experience
Experience in quality assurance specific to AAA Four Diamond and 4 Star Forbes standards
High School Diploma or G.E.D
Skills and Knowledge:
Essential:
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
Desirable:
Working knowledge of Delphi and Infor HMS
Working knowledge of Cisco Call Manager Services
Supervisory/Managerial Accountability:
Direct: None
Indirect: None
If you enjoy being part of a community dedicated to creating a memorable guest experience, we invite you to explore career opportunities with Sycuan and join our winning team!Other details
Pay Type Hourly
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Casino, 5485 Casino Way, El Cajon, California, United States of America
