Guest Service Information Specialist II

Viejas Casino & Resort; Alpine (TX); On-site; USD 32,000 - 46,000; Full time

Job summary

The role requires strong communication, multi-tasking in a fast-paced environment, experience with HOTSOS, InfoGenesis, and PMS, and the ability to coordinate with security, transportation, and guest services while preserving confidentiality and professional demeanor.

Qualifications

• High school diploma or GED.
• 2+ years of related experience and/or training preferred.
• Experience with large call volume required.
• Must be 21 years or older.
• Excellent verbal, written, and interpersonal communication skills.
• Knowledge of Microsoft Word and Excel.
• Knowledge of Player Tracking system, slot machines and table games.
• Able to learn Property Management System (PMS).
• Able to work flexible hours including weekends, holidays, and all blackout dates.

Responsibilities

• Answers all incoming calls through the main lines, operator lines, and voicemail.
• Answers all incoming text messages through text messaging program.
• Answers all calls and questions regarding guest’s player club card, promotions, points, offers, and comps.
• Enters guest wake‑up calls into HOTSOS and follows up with a personalized wake‑up call within 5 minutes after their requested time to ensure guest is awake.
• Enters guest orders in InfoGenesis system. Follows‑up with guest and/or Food and Beverage staff to ensure guest is satisfied.
• Transfers all calls to correct extension, or department, while maintaining a calm and professional demeanor at all times.
• Notifies Security of any guest reports of theft.
• Attends all mandatory enterprise and hotel meetings/trainings for updates on ongoing enterprise and hotel activities, promotions, and policies
• Maintains current calendar regarding overall casino, hotel, and outlet center business including updates and promotional events.
• Provides reports to other team members during shift rotation as needed.
• Adheres to all company and department policies, procedures, and standard operating guidelines
• Performs other duties as assigned.

Skills

Verbal communication

Written communication

Interpersonal skills

Microsoft Word

Microsoft Excel

HOTSOS

InfoGenesis

PMS

Education

High School Diploma or GED

Tools

InfoGenesis

HOTSOS

Player Tracking system

POS/PM systems

Job description

The role requires strong communication, multi-tasking in a fast-paced environment, experience with HOTSOS, InfoGenesis, and PMS, and the ability to coordinate with security, transportation, and guest services while preserving confidentiality and professional demeanor.