Guest Svc Info Operator II

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

Job Summary The Guest Service Information Operator II is responsible for operating cord or cordless switchboard. Provides prompt, courteous, and efficient handling of high volume incoming, outgoing, and interoffice calls. Answers all general information inquiries and those regarding specific areas, such as gaming departments, entertainment, restaurants, retail outlet center and hotel. In addition, assists with CMP related questions such as guest promotional offers, comps, and points.

Job Description

• 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.
• Answers all housekeeping calls from guests and enters requests in HOTSOS tracking system. Follows up with guest to ensure request has been taken care of.
• 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.
• Answers all Room Service calls from guests and enters 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.
• Provides guests directions to Viejas Casino and Resort by utilizing online map.
• Assists guests with courtesy call, taxi service, and hotel arrangements.
• 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 list of all managers' home phone, pager, and cell phone numbers.
• Maintains authorized list for distribution of numbers.
• Maintains the highest level of confidentiality including Public Relations and Media.
• 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.
• Understands and practices emergency procedures for handling bomb threats, medical emergency, evacuation, and emergency contact.
• Ensures that a clean, safe, hazard‑free work environment is maintained.
• Adheres to all company and department policies, procedures, and standard operating guidelines
• Performs other duties as assigned.
• Does not provide supervision to other team members.
• High school diploma or general education degree (GED).
• 2 or more years of related experience and/or training preferred.
• Experience with large call volume required.
• Must be age 21 years of age or older.
• Excellent verbal, written, and interpersonal communication skills.
• Demonstrated strong guest service skills, including enthusiastic, energetic, professional, friendly and courteous behavior at all times.
• Detail‑oriented, organized, self‑motivated, and values teamwork.
• Knowledge of Microsoft Word and Excel.
• Knowledge of Player Tracking system, slot machines and table games.
• Able to learn Property Management System (PMS).
• Ability to resolve problems efficiently and effectively.
• Ability to work with diverse personalities and environment.
• Ability to multi‑task and work in a fast‑paced, deadline‑oriented environment
• Ability to work in a professional high‑pressure environment while demonstrating and maintaining good personal relation/people skills and a positive attitude.
• Ability to multitask and work well under stress.
• Must be a self‑starter and able to adjust to change.
• Must be able to work flexible hours during the day or evening including weekends, holidays, and all blackout dates.

Hiring Preference

The Viejas Band of Kumeyaay Indians is an equal opportunity employer. Consistent with tribal and federal law, the Viejas Band of Kumeyaay Indians applies Native American preference in hiring. 85% of our Management Team have been promoted from within On our most recent Engagement Survey, 82% of our Team Members expressed that they were grateful to work at Viejas 40% of our Team Members have worked for us for more than 5 years and 23% for more than 10 years San Diego's Premier Gaming Resort, Viejas Casino & Resort is a AAA Four Diamond Award recipient since 2013. Viejas Casino & Resort features world‑class gaming with thousands of slot machines, exciting table games, an outlet shopping center, and an off‑track betting facility. Viejas Casino & Resort also features a variety of restaurants including the AAA Four Diamond Grove Steakhouse which offers classic and contemporary cuisine for the definitive gourmet experience. Baron Long Bar & Grill offers a casual sports bar dining experience with quality ingredients and house‑made preparations. Ginger Noodle Bar offers classic and contemporary Asian fare in a comfortable and modern contemporary setting with an organic and natural influence. Grab & Go is the ideal place to enjoy sandwiches, burgers, pizzas, wholesome Poke bowls, and much more, all with speedy service to swiftly get you back to the game —24 hours a day!

Benefits

• Retirement 401(k) with company match
• Medical, Dental, Vision Benefits with employer contribution
• Paid Time Off (3 weeks of PTO plus Holidays, start earning from day one!)
• Accident, Critical Illness & Disability Insurance Available
• Employee Assistance Program
• Bonus Eligibility for all Team Members $5,000 tuition reimbursement per calendar year (Annually, no limit during duration of employment)
• Unlimited Chiropractor Benefit with $10 co-pay
• Gym Membership Reimbursement
• Viejas Pit Stop Fuel Discount
• And, much more!
• *Benefits vary for PT and FT employment