Communications Service Representative III

Job Summary

The Communications Service Representative III plays a vital role in ensuring seamless communication and exceptional service within the organization, acting as the central point of contact for guests, staff, and third‑party booking agencies. This position is responsible for promptly, courteously, and efficiently managing all incoming calls, and booking, modifying, or cancelling guest reservations for Edgewater and Aquarius properties.

• Answer all calls for Edgewater and Aquarius quickly, courteously and efficiently.
• Operate hotel computer system to access information for guests and administration.
• Page guests and patrons of the hotel for phone calls and other messages.
• Fill out Service/Work Orders (Engineering/EVS/Housekeeping).
• Restrict and un‑restrict guests' phone lines.
• Process various reports and complete daily check lists.
• Execute emergency procedures of the hotel.
• Book, modify and/or cancel reservations.
• Email Supervisor/Manager any hosted reservations that are made, modified or cancelled.
• Keep the manager advised of problems, suggestions, or questions regarding department operations.
• Ensure compliance with all applicable gaming laws, company internal controls, policies and procedures, Title 31, and federal regulations, if they apply to the position.
• Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company's guest service culture standards.
• Perform other duties as assigned.

• 1 year of experience in a similar role or transferable skills in a comparable environment.
• Ability to type 35 wpm.
• Knowledge of reservation procedures and LMS.
• Ability to communicate in English (verbal, written, phone, radio).
• Ability to complete tasks with numerous interruptions and multitask.
• Proven experience providing high level of guest service.
• Ability to access and input information using a moderately complex computer system.
• At least 18 years of age.
• High School Diploma or Equivalent.
• Obtain and maintain all required work cards, and verify right to work in the United States.

• Occasionally push/pull up to 10 lbs.
• Occasionally lift and/or carry up to 10 lbs. at floor, knee, waist, and chest levels.
• Occasionally squat, kneel, reach, bend and/or twist.
• Regularly sit and work at a desk or computer.
• Regularly stand and walk.
• Ability to communicate using in‑person speech, radios, and telephone.
• Ability to hear, understand, and distinguish speech and/or other sound in person.
• Ability to distinguish between shades of color.
• Use tools or equipment requiring a high degree of dexterity.

• Indoor, smoky, noisy, bright flashing lights.

Disclaimer:
The statements above are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

Must be able to perform the essential functions of the position with or without reasonable accommodation.