SER Call Center Grp Coord - 1701

Job Title

Open To The Public

Shift: TBD

Wage: $17.61

Eligible Employer for Public Student Loan Forgiveness as a U.S. federal, state, local or tribal government

Under the supervision of the Call Center Supervisor and Call Center Manager, accomplish assigned responsibilities and achieve results in accordance with the objectives, performance and quality standards established by the organization.

• Present a friendly, professional non-rushed approach when answering phones. Follow scripted guest greeting and farewell to include proper telephone etiquette and consistently provide a first-class experience.
• Maintain knowledge of all properties, including but not limited to, Soaring Eagle Casino & Resort, Soaring Eagle Waterpark & Hotel, Saganing Eagles Landing Casino & Hotel, The Retreat at Soaring Eagle, Soaring Eagle Hideaway RV Park, and local area. Answer guest questions about the hotels, any facilities and amenities offered, and the local areas.
• Create and maintain group files; enter and modify group rates and lists; monitor group pick-up and cut-off dates.
• Generate appropriate reports pertaining to group activity.
• Finalize group folders before arrival.
• Review group billing and rooming lists; process motor coach and corporate contracts.
• Develop and maintain selling strategies related to group blocks.
• Monitor hotels reservation activity, packages, rates and promotions for all properties.
• Monitor the perpetual inventory of rooms to be sold at all times related to group blocks.
• Establish and maintain open lines of communication with Sales and Catering Managers along with the Call Center Manager.
• Follow all policies and procedures required by the organization; adhere to department standards to provide world class service.
• Ensure "special requests" of the guests are properly handled; respond to unusual group requests and special situations.
• Handle guarantees, advance deposits, cancellations and cut-off dates according to Call Center Department procedures.
• Comply with all Soaring Eagle Casino & Resort Safety and Security policies and procedures.
• Investigate and return proper documents as required by Risk Management and Security, when reporting accidents involving guests, employees or company assets.
• Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority.
• Must maintain strict confidentiality and present a positive, professional demeanor and image at all times.
• The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or deemed necessary by the supervisor.

• Contact with the general public, guests of the resort and casino, group contacts, and employees of the organization in a positive, professional, helpful, and upbeat manner that reflects the high standards of the casino and resort and to ensure proper handling of group blocks.
• Contact with department management and staff to communicate day to day operational needs to ensure proper distribution of information and follow up.

• High School Diploma or GED.
• One year of reservation experience with hotel, car rental, airline, cruise ship or travel agency.
• An equivalent combination of education and directly related experience may be considered.
• Must be able to pass a Microsoft Office Word and Excel test with 70% or higher.
• Must be able to work a flexible schedule.
• Must be able to obtain and maintain a gaming license to meet the employment eligibility requirements as they pertain to the position.

• Associates Degree in Hospitality, Business Administration or related field or earned 48 college credit hours.

• Native American preference shall apply to all positions.

• Knowledge of reservation systems.
• Knowledge of all gaming amenities and terminology.
• Knowledgeable of accommodations, features and amenities, packages, events, rates and promotions at all Soaring Eagle properties.
• Knowledge of the conference services and front desk areas.
• Skill in operating business computers and office machines, including in a Windows environment, specifically Word, Excel, PowerPoint and reservation systems.
• Skill in organizing work.
• Ability to communicate effectively both verbally and in writing.
• Ability to present a friendly and outgoing personality; be tactful and diplomatic.
• Ability to be professional, self-motivated, enjoy dealing with people, and provide a positive experience to guests and associates.
• Ability to create, compose, and edit written materials.
• Ability to gather data, compile information, and prepare reports.
• Ability to provide compelling information to increase tour…