Guest Experience Agent — Reservations & Call Center

Thunder Valley Casino Resort; Lincoln (AL); On-site; USD 37,000 - 45,000; Full time

Job summary

Thunder Valley Casino Resort in Lincoln, CA is seeking a Call Center Agent to provide Four-Diamond service as the single point of contact for all incoming calls. You will support hotel, spa, dining, gaming, and events with a professional and courteous approach.

The role requires excellent guest service, clear communication, and the ability to manage reservations and inquiries efficiently. A strong knowledge of resort offerings and policies is essential.

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.
• Ability to learn property systems including hotel management software and Microsoft Office.
• Must be 18+ and able to obtain UAIC Tribal Gaming License.

Responsibilities

• Answer incoming inquiries via multiple applications and equipment in a knowledgeable and professional manner.
• Create, modify, and cancel hotel, spa, and dining reservations, including processing credit card transactions.
• Maximize rate for reservations and upsell when applicable.
• Direct calls to appropriate guest rooms, staff, or departments.
• Provide information about facilities, amenities, directions, and events.
• Maintain knowledge of resort operations, hours, promotions, and services.

Skills

Customer service

Hospitality

English fluency

Communication

Clerical skills

Education

High school diploma

Tools

Microsoft Office

Job description

Thunder Valley Casino Resort in Lincoln, CA is seeking a Call Center Agent to provide Four-Diamond service as the single point of contact for all incoming calls. You will support hotel, spa, dining, gaming, and events with a professional and courteous approach.

The role requires excellent guest service, clear communication, and the ability to manage reservations and inquiries efficiently. A strong knowledge of resort offerings and policies is essential.