Elite Guest Services Agent - Call Center

Thunder Valley Casino Resort; Lincoln (CA); On-site; USD 23,000 - 32,000; Full time

Job summary

Thunder Valley Casino Resort in Lincoln, CA is hiring a Call Center Agent to deliver Four-Diamond guest service as a single point of contact for inbound calls across resort departments. This full-time role requires professional communication and the ability to assist guests with reservations, directions, and event information.

Key duties include handling inquiries, upselling opportunities when appropriate, routing calls, and maintaining knowledge of hotel, spa, dining, gaming, and promotions.

Qualifications

• One year of customer service experience required; hospitality experience preferred.
• High school diploma or equivalent.
• Ability to speak and write fluently in English.
• Outstanding guest service skills and professional communication including active listening.

Responsibilities

• Answer all incoming inquiries in a knowledgeable, professional manner.
• Create, modify, and cancel hotel, spa, and dining reservations; process credit card transactions when needed.
• Maximize rate for reservations and upsell where appropriate.
• Direct calls to appropriate departments and staff as needed.
• Provide information on facilities, amenities, directions and events.
• Explain hotel and resort policies and Thunder Rewards program.

Skills

Customer service

Fluent English

Active listening

Professional communication

Clerical tasks

Education

High school diploma

Tools

Hotel management systems

Player tracking software

Microsoft Office

Job description

Thunder Valley Casino Resort in Lincoln, CA is hiring a Call Center Agent to deliver Four-Diamond guest service as a single point of contact for inbound calls across resort departments. This full-time role requires professional communication and the ability to assist guests with reservations, directions, and event information.

Key duties include handling inquiries, upselling opportunities when appropriate, routing calls, and maintaining knowledge of hotel, spa, dining, gaming, and promotions.