Call Center Representative
Spokane Tribe Resort & Casino, Airway Heights, WA, United States
Overview
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.
Responsibilities
Supports and demonstrates the Mission, Vision and Values of Casino.
Receives calls and provides all Resort and Casino property information.
Answers phones within the prescribed time and processes phone calls promptly and courteously.
Engages in active listening with callers, confirms or clarifies information, and diffuses conflicted or disgruntled guests as needed.
Analyzes guests’ service needs and refers to other service or technical departments for follow-up as needed.
Resolves routine problems and communicates solutions or information requested by the guest.
Uses the guest hotel management 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 outstanding guest and team member relations at all times.
Participates in training and other learning opportunities to expand knowledge of the 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.
Adapts to different situations and changes in work processes to accommodate guest needs.
Demonstrates the ability to take constructive feedback.
Exhibits excellent communication skills — written and verbal; reads, writes, and speaks English fluently.
Strong understanding of proper business etiquette and interactions.
Demonstrates excellent listening skills to ensure meeting guests' needs; interacts appropriately and effectively with guests, management, other team members, and outside contacts.
Performs other tasks as assigned.
Qualifications
High School diploma or GED; at least eighteen (18) years of age.
One (1) year of guest service experience; casino or hospitality experience preferred.
Proficient in Microsoft Office Suite and Lodging Management/Reservation Systems.
Excellent organizational skills and attention to detail.
Strong analytical and problem-solving skills.
Strong interpersonal and guest service skills.
Schedule flexibility to work all shifts, nights, overnights, weekends and holidays.
Able to multitask in a fast-paced environment.
Must be able to tolerate areas containing varying noise, smoke, and temperature levels.
Gaming license: Ability to secure and maintain STATE OR TRIBAL Gaming License.
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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.
Responsibilities
Supports and demonstrates the Mission, Vision and Values of Casino.
Receives calls and provides all Resort and Casino property information.
Answers phones within the prescribed time and processes phone calls promptly and courteously.
Engages in active listening with callers, confirms or clarifies information, and diffuses conflicted or disgruntled guests as needed.
Analyzes guests’ service needs and refers to other service or technical departments for follow-up as needed.
Resolves routine problems and communicates solutions or information requested by the guest.
Uses the guest hotel management 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 outstanding guest and team member relations at all times.
Participates in training and other learning opportunities to expand knowledge of the 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.
Adapts to different situations and changes in work processes to accommodate guest needs.
Demonstrates the ability to take constructive feedback.
Exhibits excellent communication skills — written and verbal; reads, writes, and speaks English fluently.
Strong understanding of proper business etiquette and interactions.
Demonstrates excellent listening skills to ensure meeting guests' needs; interacts appropriately and effectively with guests, management, other team members, and outside contacts.
Performs other tasks as assigned.
Qualifications
High School diploma or GED; at least eighteen (18) years of age.
One (1) year of guest service experience; casino or hospitality experience preferred.
Proficient in Microsoft Office Suite and Lodging Management/Reservation Systems.
Excellent organizational skills and attention to detail.
Strong analytical and problem-solving skills.
Strong interpersonal and guest service skills.
Schedule flexibility to work all shifts, nights, overnights, weekends and holidays.
Able to multitask in a fast-paced environment.
Must be able to tolerate areas containing varying noise, smoke, and temperature levels.
Gaming license: Ability to secure and maintain STATE OR TRIBAL Gaming License.
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