Guest Service Info Operator II: High-Volume Calls Pro

Viejas Casino & Resort; United States; On-site; USD 38,000 - 58,000; Full time

Benefits offered by this job

Medical, Dental, Vision Benefits with

Paid Time Off (PTO)

Job summary

Viejas Casino & Resort seeks an experienced Guest Service Information Operator II to manage high-volume calls across main lines and operator lines, assist with guest inquiries on CMP, promotions, comps, and points, and use HOTSOS and InfoGenesis to serve guests efficiently.

Responsibilities include wake-up calls, room service coordination, and ensuring guest satisfaction while maintaining confidentiality and professionalism. 2+ years of related experience and strong communication are preferred.

Qualifications

• HS diploma or GED required with 2+ years related experience preferred.
• Excellent verbal, written, and interpersonal communication skills.
• Knowledge of guest services and high-volume call handling.

Responsibilities

• Answer all incoming calls via main and operator lines and voicemail.
• Answer text messages and inquiries about guest levels, promos, comps, and offers.
• Use HOTSOS to enter housekeeping requests and follow up with guests.
• Enter wake-up calls in the system and ensure timely delivery.
• Process Room Service calls in InfoGenesis and coordinate with F&B.
• Transfer calls to the correct extension while remaining calm and professional.
• Provide directions and assist with taxi and hotel arrangements.
• Maintain confidentiality and attend mandatory meetings/trainings.
• Adhere to policies and assist with special tasks as assigned.

Skills

Verbal communication

Written communication

Interpersonal skills

Guest service

Multitasking

Fast-paced work

Teamwork

Self-motivation

Flexibility

Education

High school diploma or GED

Tools

Microsoft Word

Microsoft Excel

Job description

Viejas Casino & Resort seeks an experienced Guest Service Information Operator II to manage high-volume calls across main lines and operator lines, assist with guest inquiries on CMP, promotions, comps, and points, and use HOTSOS and InfoGenesis to serve guests efficiently.

Responsibilities include wake-up calls, room service coordination, and ensuring guest satisfaction while maintaining confidentiality and professionalism. 2+ years of related experience and strong communication are preferred.