Call Center Representative

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.

• 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.

Ability to secure and maintain STATE OR TRIBAL Gaming License.