Guest Service Information Operator

Viejas Enterprises Alpine , CA 91901

Posted 1 week ago

GENERAL SUMMARY

Operates 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 COMMITMENT

All 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 Skills

KNOWLEDGE 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 Experience

EDUCATION/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 Part-Time Salary 12.20 - 17.00 USD


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Guest Service Representative

Viejas Enterprises

Posted 3 months ago

VIEW JOBS 1/4/2019 12:00:00 AM 2019-04-04T00:00 GENERAL SUMMARY Processes reservations for check-ins/Check-outs of hotel guests in a friendly, courteous, and professional manner. Answers telephone calls and makes reservations as required. CORE SCOPE OF POSITION * Processes room reservations, registrations, check-ins/check-outs, requests, changes, and cancellations. * Offers guest other room options and/or up sells room when possible. * Processes all payment types (adjustment vouchers, paid-outs, correction vouchers, and miscellaneous charges) and provides changes. * Handles monies, receipts, guest accounts and other forms of credit. * Completes cashier's report, prepares deposits, and counts cashier bank at end of shift using computerized or manual systems. * Assists with making room reservations. * Maintains an inventory of vacancies, reservations, and room assignments. * Identifies and explains room features to guests. * Acts as concierge by supplying guests with directions and information regarding property amenities, services, hour of operations and local areas of interest. * Answers telephone calls, responds to all guest requests, and follows through to assure satisfactory outcome and compliance. * Makes other reservations such as restaurant, shows, etc. * Maintains and organizes work area, Lobby and Front Desk area. * Arranges transportation for guests/visitors. * Partners with and assists other team members to promote an environment of teamwork and achieves common goals. * Attends staff meeting/trainings for update on ongoing hotel activities and promotions. * Follows company and departmental policies and standard operating procedures, and applicable governmental laws and regulations. * Notifies Loss Prevention/Security of any guest reports of theft. * Ensures that a clean, safe, hazard-free work environment is maintained. * Performs all other duties. FOUR STAR AND FOUR DIAMOND SERVICE COMMITMENT All 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/external guests and peer groups SUPERVISION * Does not provide supervision to others. Required Skills KNOWLEDGE AND SKILLS * Knowledge of Microsoft Office. * Detail-oriented, organized, self-motivated, and values teamwork. * Ability to type 35 WPM. * Ability to effectively communicate with guests and team members verbally or in written form. * Ability to multi-task and work in a fast-paced environment. * Must be able to work a flexible schedule according to business needs, including evenings, weekends, and holidays. Required Experience EDUCATION/CERTIFICATION * High school diploma or general education degree (GED). EXPERIENCE * 1 to 2 years of related experience and/or training. * Guest service experience preferred. * Must be age 21 years of age or older. Position Type Full-Time/Regular Viejas Enterprises Alpine CA

Guest Service Information Operator

Viejas Enterprises