PBX Operator (Full Time)

AGUA CALIENTE CASINO RANCHO MIRAGE; Rancho Mirage (CA); On-site; USD 36,000 - 48,000; Full time

Job summary

Agua Caliente Casino Rancho Mirage is seeking a friendly, professional receptionist to handle incoming and interoffice calls and route them to the right department. You will provide accurate messages and assist guests with time-sensitive matters, while supporting clerical tasks.

You will deliver the Agua Caliente Experience by offering excellent guest service to both guests and internal staff, maintaining knowledge of the properties and using the hotel systems to answer questions.

Qualifications

• Answers all incoming and interoffice calls and routes to the appropriate person.
• Performs clerical duties such as typing and proofreading.
• Operates paging system to call individuals on the casino floor.
• Provides excellent guest service to guests and internal staff.
• Keeps knowledge of Agua Caliente Properties current via ACE Insider, ACE Huddle, and updates.
• Adheres to tribal regulations and standard operating procedures.

Responsibilities

• Answers all incoming calls and interoffice calls, transfers call accordingly to the appropriate person or department.
• May perform clerical duties such as typing and proofreading.
• Operates paging system to call individuals on the casino to the phone.
• Provide excellent guest service to both guests and internal staff.
• Handle general inquiries regarding Agua Caliente Properties
• Maintains property knowledge for all 3 Agua Caliente Casinos properties by keeping up to date with information provided in the property management system.

Skills

Customer service

Call center

English proficiency

Phone etiquette

Computer skills

Microsoft Office

Education

High school diploma or GED

Tools

Property management system (PMS)

ACE Insider

ACE Huddle

Job description

Job Description SummaryProvides guests the Agua Caliente Experience while utilizing the Forbes service standards when answering incoming, outgoing, and interoffice calls. Determining the appropriate person to route calls to, assisting guests with time-sensitive matters, and performing office clerical duties as needed.Essential Duties and Responsibilities (other duties may be assigned)Answers all incoming calls and interoffice calls, transfers call accordingly to the appropriate person or department.May perform clerical duties such as typing and proofreading.Operates paging system to call individuals on the casino to the phone.Provide excellent guest service to both guests and internal staff.Handle general inquiries regarding Agua Caliente PropertiesMaintains property knowledge for all 3 Agua Caliente Casinos properties by keeping up to date with information provided in the property management system including but not limited to the company website, ACE Insider, ACE Huddle, pre-shift meetings, and emails.Uses existing resources to gather pertinent information relating to the operations of the casino and hotel to answer guest questions.Answering screening, and forwarding calls in a professional and courteous mannerMust adhere to all Tribal Ordinance, Regulations, and the ACCRS and SRC System of Internal Controls, and Standard Operating Procedures.Skills and AbilitiesAbility to build close working relationships with other departments such as the front desk, housekeeping, and valet.Ability to remain calm and alert, especially during emergency situations.Demonstrates proficient knowledge and utilizes computer programs including but not limited to the hotel property management system, property-specific programs for engineering, housekeeping, dining outlets, and guest communication.Ability to maintain departmental requirements for secret shopper calls.Supervisory ResponsibilitiesNoneAccess to Sensitive Areas and InformationAs per the ACGC Access MatrixSignatory AbilityNoneRequired Education and/or ExperienceHigh school diploma or GEDAbility to quickly and accurately write messages on a computerPrior experience with paging systems desirablePrior experience working in a call center desirableMust be able to communicate in English.Must be proficient with computers and Microsoft OfficeMust be able to speak clearly and concisely on the phoneWorking Conditions/Physical DemandsTo perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, including walking up to 1 ½ mile, climbing stairs and sitting at a desk/work station for the duration of the shift.Typically, the individual will be housed in an office environment. The noise level in the work environment is usually moderate, but will escalate when located in the casino environment. Must be able to grasp, bend, lift and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to: a computer keyboard, calculator, general office equipment and multi-line telephone.