Call Center Representative

Spokane Tribe Resort & Casino; Airway Heights (WA); On-site; USD 21,000 - 28,000; Full time

Job summary

Spokane Tribe Resort & Casino in Airway Heights, WA is hiring a Guest Services Associate to answer phones, handle reservations and provide accurate property information. You will guide guests to the right department and maintain high standards of service.

You will use the hotel system to record activities, respond to emails/texts, and uphold STRC guest service standards while maintaining a neat appearance. Flexible shifts including nights and weekends are required.

Qualifications

• High School diploma or GED required.
• 1 year guest service experience; casino or hospitality preferred.
• Fluent in English; reading, writing and speaking.
• Proficient in Microsoft Office and lodging/reservation systems.
• Excellent communication, organizational and detail-oriented skills.
• Flexibility to work all shifts, including nights, weekends and holidays.

Responsibilities

• Answer phones and handle reservations.
• Provide property information and direct guests to the correct department.
• Respond to emails and texts and mail information as requested.
• Maintain guest relations and uphold service standards.
• Record activities in the hotel system and escalate complex issues.
• Comply with all policies, procedures and regulatory rules.
• Demonstrate professional appearance and strong guest service skills.

Skills

Customer service

Communication

Multitasking

Adaptability

Attention to detail

Scheduling flexibility

Interpersonal skills

Problem solving

Teamwork

Education

High School diploma or GED

Tools

Microsoft Office

Reservation systems

Job description

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.

• Practices, supports, and maintains the Mission, Vision and Values of Casino.
• Receives calls and provides all Resort and Casino property information.
• Answer phones within the prescribed time, and processes phone calls promptly and courteously.
• Engages in active listening with callers, confirming or clarifying information, and diffusing conflicted or disgruntled guest, as needed.
• Analyzes guests’ service needs and refers to other service or technical departments for follow-up as needed.
• Resolves routine problems and communications solutions or requested information to the guest.
• Uses guest Hotel 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 and provides outstanding guest and team member relations at all times.
• Participates in training and other learning opportunities to expand knowledge of 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.
• Must have the ability to adapt to different situations and change in work processes to accommodate guest needs.
• Demonstrate the ability to take constructive feedback.
• Excellent communication skills both written and verbal. Read, write, and speak English fluently.
• Strong understanding of proper business etiquette and interactions.
• Demonstrate excellent listening skills to ensure meeting guests' needs. Interact appropriately and effectively with guests, management, other team members, and outside contacts.
• Perform other tasks assigned.
• High School diploma or GED.
• Must be at least eighteen (18) years of age.
• One (1) year guest service experience. Casino or hospitality preferred.
• Proficient in using Microsoft Office Suite applications and Lodging Management/Reservation Systems.
• Excellent communication skills. Read, write and speak English fluently.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong interpersonal and guest service skills
• Schedule flexibility must be willing and able to work all shifts, nights, overnights, weekends and holidays.
• Strong guest service and problem-solving skills.
• Able to Multitask in a fast-paced environment
• Must be able to tolerate areas containing varying noise, smoke, and temperature levels
  

Gaming License Required? Ability to secure and maintain STATE OR TRIBAL Gaming License.