Guest Communications Specialist

Delta-Downs-Racetrack-Casino-Hotel; Vinton (IA); On-site; USD 16,531 - 22,041; Full time

Job summary

Boyd Gaming Corporation is seeking a Guest Services representative to provide accurate and friendly service to guests, potential guests, and internal team members using the communication network across multiple properties.

You will answer calls, greet guests, maintain knowledge of emergency procedures, and coordinate with security and maintenance. Strong English communication, teamwork, and a professional appearance are essential elements of this role.

Qualifications

• One (1) year of experience in telephone switchboard, multi-line phone system, and/or customer service preferred bilingual a plus.
• Must be able to sit for entire shift.
• Operate Meridian switchboard.
• Basic knowledge of Microsoft Word, Excel, LMS, HMS, HOTSOS & Open Table & Self-Serve.
• Ability to Type, operate printers, beepers, cellular phones, and two-way radios.
• Operate HMS system/build and distribute broadcast and distributionAnnouncements.
• Operate all related Northern Telecom equipment, (Telecommunication automaticwake-up machine,
• Operate & understand SDD call accounting system call costing, dialing patterns reporting.
• Professional appearance.
• Follow confidentiality procedure.
• Comply with all Boyd Gaming regulations.
• High School graduate or equivalent.

Responsibilities

• Answer incoming calls on console and accurately direct calls to appropriate extensions/parties.
• Greet and respond to guests’ requests in a friendly, courteous manner.
• Maintain a complete knowledge of emergency procedures.
• Receive and log all emergency calls and direct to security and/or facility maintenance departments.
• Deliver exceptional customer service by professionally receiving and responding to inbound calls for internal & external guest for multiple properties.
• Effective knowledge of English language, both verbal and written speaking in a clear and professional manner
• Provide informed knowledge of Boyd Gaming properties, events, promotions, the city and key personnel, routing calls to the appropriate administrative extension, guest room, department or sister property.
• Ability to multitask, prioritize and complete tasks while responding attentively to our guest requests or complaints.
• Maintain working knowledge of all applicable computer programs and all telecomequipment.
• Maintain working knowledge of all emergency procedures. Ability to make sound decisions while coordinating and prioritizing with security and key personnel during high priority situations, i.e. bomb threat/fire/robbery/medical.
• Maintain working knowledge of all guest services i.e. paging, messaging, wakeups, DNDs, VIPs, and NRG. and reports.
• Coordinate equipment repairs and technical issues with on-site technician.
• Knowledge of how to report and track inventory, and other duties as assigned.
• Maintain status board and keep all logs and computer files updated.
• Work as team player in an environment that was founded on

Skills

Telephone switchboard

Multi-line phone system

Customer service

Microsoft Word

Microsoft Excel

LMS

HMS

Open Table

Self-Serve

Bilingual

Education

High School graduate or equivalent

Tools

Meridian switchboard

HMS system

LMS

HOTSOS

Open Table

Self-Serve

Job description

Boyd Gaming Corporation is seeking a Guest Services representative to provide accurate and friendly service to guests, potential guests, and internal team members using the communication network across multiple properties.

You will answer calls, greet guests, maintain knowledge of emergency procedures, and coordinate with security and maintenance. Strong English communication, teamwork, and a professional appearance are essential elements of this role.