Guest Service Information Operator II

GENERAL SUMMARY

The Guest Service Information Operator II is responsible for operating cord or cordless switchboard. Provides prompt, courteous and efficient handling of 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. In addition, assists with CMP related questions such as guest promotional offers, comps, and points. 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 calls and questions regarding guest's player club card, promotions, points, offers and comps.

• Answers all housekeeping calls from guests and enters requests in HOTSOS tracking system. Follows up with guest to ensure request has been taken care of.

• Enters 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.

• Answers all Room Service calls from guests and enters orders 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 other 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 requested by Security Department.

• Screens any lost & found calls, assists guest with Chargerback process and/or directs 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.

INTERACTION

• Interacts with internal and external guests.

SUPERVISION

• Does not provide supervision to others.

EDUCATION/CERTIFICATION

• High school diploma or general education degree (GED) preferred.

EXPERIENCE

• 2 or more years of related experience and/or training.

• Experience with large call volume required.

• Must be age 21 years of age or older.

KNOWLEDGE AND SKILLS

• Excellent verbal, written, and interpersonal communication skills.

• Demonstrated strong guest service skills, including enthusiastic, energetic, professional, friendly and courteous behavior at all times.

• Detail-oriented, organized, self-motivated, and values teamwork.

• Knowledge of Microsoft Word and Excel.

• Knowledge of Player Tracking system, slot machines and table games.

• 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.

PHYSICAL DEMANDS/WORK ENVIRONMENT

• See working conditions form for this position.