Guest Service Information Operator

Viejas Enterprises

Alpine,CA

12/8/2019

GENERAL SUMMARYOperates cord or cordless switchboard to relay high volume incoming, outgoing, and interoffice calls. Answers all general information inquiries and those regarding specific areas, such as gaming departments, entertainment, restaurants, retail outlet center, and hotel. Pages casino and resort guests, managers, supervisors, and others as needed. Makes public address announcements regarding tournaments, special promotions, jackpot winners, security requests, and other matters.CORE SCOPE OF POSITION* Answers all incoming calls through the main lines, operator lines, and voicemail.* Answers all housekeeping calls from guests and puts requests in HOTSOS tracking system. Follows up with guest to ensure request has been taken care of.* Inputs guest wake-up calls into Opera PMS system and follows up with a personalized wake-up call within 5 minutes after their requested time to ensure guest is awake.* Receives call from guest in hotel rooms who dial 0 for the operator.* Answers all Room Service calls from guests and puts their order in Infogensis system. Follows-up with guest and/or Food and Beverage staff to ensure guest is satisfied.* Transfers all calls to correct extension or department while maintaining a calm and professional demeanor at all times.* Pages casino guests, managers, supervisors, and others phones as needed.* Provides guests directions to Viejas Casino and Resort by utilizing online map.* Assists guests with courtesy call, taxi service, and hotel arrangements.* Makes public address announcements as security requests* Screens any lost & found calls, assist guest with Chargerback process and/or direct guest to appropriate department depending on where item was lost* Attends all mandatory enterprise and hotel meetings/trainings for updates on ongoing enterprise and hotel activities, promotions, and policies* Maintains and tracks "in and out" board/schedule of administrative and department supervisors and management on shift daily.* Maintains current list of all managers' home phone, pager, and cell phone numbers.* Maintains authorized list for distribution of numbers.* Maintains the highest level of confidentiality including Public Relations and Media.* Maintains current calendar regarding overall casino, hotel, and outlet center business including updates and promotional events.* Provides reports to other team member during shift rotation as needed.* Understands and practices emergency procedures for handling bomb threats, medical emergency, evacuation, and emergency contact.* Performs all compatible and related duties as assigned.FOUR STAR AND FOUR DIAMOND SERVICE COMMITMENTAll Team Members will display a Forbes Travel Guide Four Star and AAA Four Diamond commitment to Customer Service through the delivery and maintenance of the Quality Standards established by Viejas Casino & Resort.INTERACTION* Interacts with internal and external guests.SUPERVISION* Does not provide supervision to others.Required SkillsKNOWLEDGE AND SKILLS* Excellent verbal, written, and interpersonal communication skills.* Excellent guest service and hospitality skills.* Detail-oriented, organized, self-motivated, and values teamwork.* Knowledge of Microsoft Word and Excel.* Able to learn Property Management System (PMS).* Ability to resolve problems efficiently and effectively.* Ability to work with diverse personalities and environment.* Ability to multi-task and work in a fast-paced, deadline-oriented environment.* Must be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays.Required ExperienceEDUCATION/CERTIFICATION* High school diploma or general education degree (GED) preferred.EXPERIENCE* 1 to 2 years of related experience and/or training.* Prior experience with large call volume preferred.* Must be age 21 years of age or older.Position Type Full-Time/Regular

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