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Call Center Agent

4 months ago

Santa Ana Pueblo, United States Santa Ana Star Casino Full time

Job Summary:

Provides high level of focus on guest satisfaction through building guest relations and being attentive to guest needs. Successful candidate will be responsible for greeting guests on the phone in an enthusiastic, professional, and friendly manner. Answers telephone calls and directs them to proper party and answers guest questions. Provides accurate directions and information to guests. Typing and filing as required. Performs complex clerical work involving independent judgement and requiring accuracy and speed. Timely and smoothly processing hotel reservations is a fundamental requirement. Candidate is expected to meet and/or exceed applicable service standards and property management system steps.

Job Description

Expectations of Leadership:

* Actively support, demonstrate, and promote the company's core values.
* Be approachable and engaging with fellow team members.
* Always treat individuals with dignity and respect regardless of job position.
* Demonstrate maturity through exhibiting excellent listening skills.
* Make educating, inspiring, and motivating your team central to your mission.

Major Responsibilities/Activities:

* Answers incoming phone calls during designated shift and routes calls to appropriate person/department.
* Provides guests with general information about the Casino and Hotel amenities and services including outlet/venue hours of operation, point of contact, and event locations, events, gaming offerings and locations and promotions.
* Accurately booking reservations while delivering an exceptional guest service.
* Approachable demeanor and follows a script when answering phones and booking reservations.
* Anticipates guest needs and remembers their preferences and offers services accordingly.
* Maintains an expert level of knowledge of the property, surroundings, directions, and events.
* Exemplifies excellent knowledge of room types, their locations in the building and details of the amenities.
* Books variety types of reservations comp, retail, packages, group, conventions, and F&B related.
* Maintains the integrity of room blocks, follows established policies when exercising overbooking.
* Remains calm and focus under pressure while navigating through the property management system.
* Maintains focused and pays full attention to the guest on the phone regardless of any distraction.
* Ensures that every guest interaction is courteous, informative, and personable.
* Always maintains guest confidentiality.
* Ensures all reservations are guaranteed by credit card and are in accordance with the established policies and procedures.
* Provides assistance and support to overall company operations by serving as a communication hub in case of an emergency.
* Exhibits passion for the hospitality and gaming experience of guests.
* Takes personal responsibility for delivering excellent guest experience.
* Ensures guests' issues are resolved in a prompt, courteous and efficient manner.
* Knows the overall property, the gaming offerings, and their locations.
* Shares guest feedback with appropriate parties to maintain continuous improvement.
* Welcomes corrective and/or constructive feedback.
* Performs other duties as assigned.

Minimum Requirements:

* Preference is given to qualified Santa Ana Tribal Members.
* High School Diploma or GED required.
* Must be 21 years or older.
* Strong knowledge in PMS (Property Management Systems) is required, V1 experience is preferred.
* Strong interpersonal, motivational, and leadership qualities.
* A smartphone capable of running company applications and communication systems is required. If a smartphone is not provided by the company, a candidate or employee may be provided a smartphone of the company's choice, through a payroll deduction program.
* All employees are required to proficiently use a smartphone for company applications, email, and text.
* Work schedule flexibility consistent with needs of the business.
* Must be able to attend all required staff meetings and training sessions.
* A smartphone capable of running company applications and communication systems is required. If a smartphone is not provided by the company, a candidate or employee may be provided a smartphone of the company's choice, through a payroll deduction program.
* Must be able to obtain and maintain a Pueblo of Santa Ana Gaming and Regulatory Commission key gaming license.

Essential Mental Functions:

* Maintain a strict level of confidentiality regarding company information.
* Obtain and maintain most current information regarding applicable Tribal, State, Federal, and Gaming policies, procedures, rules, and regulations.
* Must be a detail oriented, organized individual with the ability to multi-task.
* Proven ability to provide outstanding guest service.
* Proven ability to handle conflict situations.
* Must have excellent problem-solving abilities.
* Must have strong analytical skills.
* Must be able to work in a fast-paced environment.
* Must be able to deal with stressful situations in a professional manner.
* Must be a Team Player.

Essential Physical Functions:

* While performing the duties of the position, the team member is frequently required to stand, walk, turn, use hands and fingers to handle and feel, reach with hands and arms, talk, and hear.
* Must be able to lift to 25lbs.
* Must be able to work at a fast pace and in stressful situations.
* Must be able to maneuver around the office and the facility to collect all necessary materials and documents.
* Must be able to walk and stand for long periods of time.

Equipment Used

* Smartphones, computers, laptop computers, and other traditional office equipment as required.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employee's duties are performed indoors in a climate controlled non-smoking environment.