Guest Experience Information Operator

Viejas; Alpine (CA); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

401(k) with company match

Medical, Dental, Vision benefits

Paid Time Off

Tuition reimbursement

Gym membership reimbursement

Job summary

Viejas Casino & Resort is seeking a Guest Service Information Operator II to manage switchboard calls, guest inquiries, and interdepartmental communications. You will handle high volumes, assist with promotions, comps, and player rewards, and log requests in HOTSOS and InfoGenesis.

You’ll provide friendly, professional service, coordinate with hotel and dining units, and maintain confidentiality with a strong emphasis on guest satisfaction. This role requires 21+ and a high‑pace environment.

Qualifications

• High school diploma or GED completed.
• Excellent verbal and written communication required.
• 2+ years of related experience in high-volume caller environments preferred.
• Experience with customer service in a hospitality setting is a plus.
• Knowledge of gaming, entertainment, and hotel operations is advantageous.

Responsibilities

• Answers incoming calls via main and operator lines and voicemail.
• Handles text messages and inquiries regarding player clubs, promotions, points, and comps.
• Uses HOTSOS to log housekeeping requests and follow up with guests.
• Enters wake‑up calls and room service orders in respective systems and coordinates with staff.
• Maintains confidentiality and supports guest information with courtesy.
• Provides directions to the venue and assists with taxi and hotel arrangements.
• Adheres to all policies and participates in meetings/trainings.

Skills

Call center experience

Communication skills

Multitasking

Problem solving

Guest service

Teamwork

Attention to detail

Education

High school diploma or GED

Tools

InfoGenesis

HOTSOS

PMS

Job description

Viejas Casino & Resort is seeking a Guest Service Information Operator II to manage switchboard calls, guest inquiries, and interdepartmental communications. You will handle high volumes, assist with promotions, comps, and player rewards, and log requests in HOTSOS and InfoGenesis.

You’ll provide friendly, professional service, coordinate with hotel and dining units, and maintain confidentiality with a strong emphasis on guest satisfaction. This role requires 21+ and a high‑pace environment.