Casino Guest Services Specialist

Osage Casino Tulsa; Tulsa (OK); On-site; USD 24,000 - 30,000; Full time

Job summary

Osage Casino Tulsa is seeking a Call Center Agent to handle incoming calls, promote casino and hotel services, and make outbound calls as needed in line with policies. This role requires delivering prompt, courteous guest service, accurate information, and teamwork to maximize guest satisfaction and revenues.

Evening and weekend hours may be required, with opportunities for growth within the organization. Applicants must meet minimum qualifications, including a high school diploma and call

Qualifications

• Six months call center experience required.
• A minimum combined one-year of experience in guest facing customer service required.
• Must possess effective communication skills and a clear, distinct and pleasant speaking voice.
• Must be able to apply commonsense reasoning to a variety of situations.
• Must be able to pass a pre-employment drug screening and obtain and maintain an Osage Nation gaming license.

Responsibilities

• Answers all incoming calls in a prompt and courteous manner.
• Enters guest reservations properly into the Property Management System while guest is on the phone.
• Inform guest of all information including current marketing campaigns, events, etc., and as required by policy and procedure.
• When required, transfers calls to appropriate departments, relay messages, and assist callers quickly and professionally.
• Responds to inquiries and service issues in an efficient, courteous and professional manner to achieve maximum guest satisfaction.
• Provide professional friendly guest service while answering all questions regarding Osage casinos properties and surrounding area.
• Maintains a working knowledge of payment policies, check in requirements, and all areas required to maintain excellent guest service.
• Contributes and works as a team to accomplish all areas of job functions.
• Make outbound calls as needed
• Perform other duties as assigned.
• Provides excellent internal and external guest services, treating internal and external guests with courtesy and consideration at all times.
• Cooperates and communicates with all fellow employees, always exhibiting mutual respect and consistently projecting a positive, helpful image/attitude.
• Makes efforts to keep informed of company information and communications by reviewing property bulletin boards, digital signage, and company newsletter.
• Performs all duties and attends all trainings in accordance with company core values, objectives of the Osage Nation, internal policies and procedures, as well, as applicable laws and gaming regulations, including but not limited to, the state-tribal compact, IGRA, MICS, ONGR, the Bank Secrecy Act, Office of Foreign Asset Control, USA Patriot Act and Privacy Act.

Skills

Customer service

Communication

Typing 30 wpm

Microsoft Office

Education

High School Diploma or GED

Tools

CRM software

Phone systems

Job description

Osage Casino Tulsa is seeking a Call Center Agent to handle incoming calls, promote casino and hotel services, and make outbound calls as needed in line with policies. This role requires delivering prompt, courteous guest service, accurate information, and teamwork to maximize guest satisfaction and revenues.

Evening and weekend hours may be required, with opportunities for growth within the organization. Applicants must meet minimum qualifications, including a high school diploma and call