Resort Experience Representative - Part Time

Sycuan-Casino; El Cajon (CA); On-site; USD 22,000 - 30,000; Full time

Job summary

Sycuan Casino Resort in El Cajon, CA is seeking a Resort Experience Representative to be the welcoming voice of our Casino, Hotel, and Golf Resort. You will handle hotel, golf, and restaurant reservations, deliver concierge-level service, and assist guests from the first call.

Responsibilities include guiding guests through room options, rates, guarantees, and policies, performing data entry, and coordinating with Front Office and Housekeeping to ensure memorable stays.

Qualifications

• Guest service experience
• Ability to interact with guests professionally
• Proficiency with data entry and basic computer use
• Strong English communication skills
• Familiarity with standard Microsoft Office applications

Responsibilities

• Respond to and direct incoming calls regarding hotel, golf, and restaurant reservations
• Provide information on room types, rates, guarantees, and policies; upsell when appropriate
• Coordinate with Front Office and Housekeeping to deliver exceptional service
• Assist guests with wake‑up calls and room service requests
• Relay promotions, contests, and concerts information to guests and manage guest concerns

Skills

Guest service

Multitasking

Data entry

English communication

Microsoft Office

Education

High School Diploma or GED

Tools

Microsoft Word

Excel

Outlook

Job description

Join Our Team as a Resort Experience Representative!

Bring your passion for hospitality to Sycuan Casino Resort!
As a key member of our high‑energy Contact Center team, you’ll be the welcoming voice of our Casino, Hotel, and Golf Resort—helping guests craft unforgettable stays from the moment they call!

Job Purpose:

Responds to and directs incoming calls from internal and external guests regarding hotel reservations, golf resort reservations, restaurant reservations, and general casino information, while proving superior guest service.

Job Duties and Responsibilities:

(Note: Duties and responsibilities may be added, deleted, or changed at the sole discretion of Sycuan Management at any time)

• Assists guests with hotel reservations for both Casino Hotel and Singing Hills Golf Resort
• Answers incoming external calls, providing guests with hotel room information and resort amenities, determining appropriate room type based on guest needs, billing, entering guest information into property management system, informing guests of guarantees, special rates, and cancellation policies, as well as up-selling and cross‑selling when appropriate.
• Handles incoming guest calls from rooms including dispatching amenities, billing, service recovery and working alongside the Front Office and Housekeeping to deliver exceptional service.
• Provides guests with serviceby answering incoming calls, greeting callers in a friendly and courteous manner, accurately directing calls to appropriate departments, transferring calls to guests and groups,
• Provides accurate and timely information to callers, assisting guests with wake‑up calls and room service requests.
• Provides information regarding casino promotions, contests, giveaways and concerts, and promptly notifies Management of guest concerns and complaints.
• Supports the Host department with hotel reservations by answering incoming calls, relaying availability and restrictions, and completing billing setup and reservations.
• Maintains a working knowledge of all Casino, Hotel, and Golf Resort rules, regulations, promotions, pricing, hours of operation, and menu information, for relay to guests and team members.
• Assisting guests with all outlet reservations including restaurant reservations and tee times.
• Maintains system accuracy and ensures all departmental processes and procedures are adhered to and completed.
• Assists the department by completing other duties as assigned.

Job Specifications:

Education and Experience:

Essential:

• Guest service experience

Desirable:

• 1 year Hotel Experience
• Experience in quality assurance specific to AAA Four Diamond and 4 Star Forbes standards
• High School Diploma or G.E.D

Skills and Knowledge:

Essential:

• Ability to interact effectively with team members and guests
• Ability to prioritize and perform multiple tasks and assignments
• Ability to communicate effectively in the English language
• Ability to understand and follow verbal directives and written directions
• Ability to perform data entry assignments
• Ability to maintain professionalism and composure
• Ability to resolve and/or elevate guest issues to management in professional manner
• Ability to accept constructive criticism
• Must possess computer skills, including, Microsoft Word, Excel, & Outlook
• Ability to read and complete forms and documents
• Ability to perform simple mathematical calculations
• Ability to sit or stand for up to eight hours
• Ability to maintain confidentiality
• Ability to appear for work on time

Desirable:

• Working knowledge of Delphi and Infor HMS
• Working knowledge of Cisco Call Manager Services

Supervisory/Managerial Accountability:

Direct: None

Indirect: None