Telephone Operator

Delta-Downs-Racetrack-Casino-Hotel; Vinton (IA); On-site; USD 16,531 - 22,041; Full time

Job summary

Boyd Gaming Corporation is seeking a Guest Services representative to provide accurate and friendly service to guests, potential guests, and internal team members using the communication network across multiple properties.

You will answer calls, greet guests, maintain knowledge of emergency procedures, and coordinate with security and maintenance. Strong English communication, teamwork, and a professional appearance are essential elements of this role.

Qualifications

• One (1) year of experience in telephone switchboard, multi-line phone system, and/or customer service preferred bilingual a plus.
• Must be able to sit for entire shift.
• Operate Meridian switchboard.
• Basic knowledge of Microsoft Word, Excel, LMS, HMS, HOTSOS & Open Table & Self-Serve.
• Ability to Type, operate printers, beepers, cellular phones, and two-way radios.
• Operate HMS system/build and distribute broadcast and distributionAnnouncements.
• Operate all related Northern Telecom equipment, (Telecommunication automaticwake-up machine,
• Operate & understand SDD call accounting system call costing, dialing patterns reporting.
• Professional appearance.
• Follow confidentiality procedure.
• Comply with all Boyd Gaming regulations.
• High School graduate or equivalent.

Responsibilities

• Answer incoming calls on console and accurately direct calls to appropriate extensions/parties.
• Greet and respond to guests’ requests in a friendly, courteous manner.
• Maintain a complete knowledge of emergency procedures.
• Receive and log all emergency calls and direct to security and/or facility maintenance departments.
• Deliver exceptional customer service by professionally receiving and responding to inbound calls for internal & external guest for multiple properties.
• Effective knowledge of English language, both verbal and written speaking in a clear and professional manner
• Provide informed knowledge of Boyd Gaming properties, events, promotions, the city and key personnel, routing calls to the appropriate administrative extension, guest room, department or sister property.
• Ability to multitask, prioritize and complete tasks while responding attentively to our guest requests or complaints.
• Maintain working knowledge of all applicable computer programs and all telecomequipment.
• Maintain working knowledge of all emergency procedures. Ability to make sound decisions while coordinating and prioritizing with security and key personnel during high priority situations, i.e. bomb threat/fire/robbery/medical.
• Maintain working knowledge of all guest services i.e. paging, messaging, wakeups, DNDs, VIPs, and NRG. and reports.
• Coordinate equipment repairs and technical issues with on-site technician.
• Knowledge of how to report and track inventory, and other duties as assigned.
• Maintain status board and keep all logs and computer files updated.
• Work as team player in an environment that was founded on

Skills

Telephone switchboard

Multi-line phone system

Customer service

Microsoft Word

Microsoft Excel

LMS

HMS

Open Table

Self-Serve

Bilingual

Education

High School graduate or equivalent

Tools

Meridian switchboard

HMS system

LMS

HOTSOS

Open Table

Self-Serve

Job description

Boyd Gaming Corporation has been successful in gaming jurisdiction in which we operate in the United States and is one of the premier casino entertainment companies in the United States. Never content to rest upon our successes, we will continue to evolve and retain a position of leadership in our industry. Our past success, our current business philosophies and our sound business planning, combine to position Boyd Gaming Corporation to maximize value for our shareholders, our team members and our communities.

Job Description

Provide accurate yet friendly service to the guests, potential guest and internal teammembers using the communication network. Knowledge of all reports and telecomequipment.

• Answer incoming calls on console and accurately direct calls to appropriate extensions/parties.
• Greet and respond to guests’ requests in a friendly, courteous manner.
• Maintain a complete knowledge of emergency procedures.
• Receive and log all emergency calls and direct to security and/or facility maintenance departments.
• Deliver exceptional customer service by professionally receiving and responding to inbound calls for internal & external guest for multiple properties.
• Effective knowledge of English language, both verbal and written speaking in a clear and professional manner
• Provide informed knowledge of Boyd Gaming properties, events, promotions, the city and key personnel, routing calls to the appropriate administrative extension, guest room, department or sister property.
• Ability to multitask, prioritize and complete tasks while responding attentively to our guest requests or complaints.
• Maintain working knowledge of all applicable computer programs and all telecomequipment.
• Maintain working knowledge of all emergency procedures. Ability to make sound decisions while coordinating and prioritizing with security and key personnel during high priority situations, i.e. bomb threat/fire/robbery/medical.
• Maintain working knowledge of all guest services i.e. paging, messaging, wakeups, DNDs, VIPs, and NRG. and reports.
• Coordinate equipment repairs and technical issues with on-site technician.
• Knowledge of how to report and track inventory, and other duties as assigned.
• Maintain status board and keep all logs and computer files updated.
• Work as team player in an environment that was founded on

Qualifications

• One (1) year of experience in telephone switchboard, multi-line phone system,and/or customer service preferred bilingual a plus.
• Must be able to sit for entire shift.
• Operate Meridian switchboard.
• Basic knowledge of Microsoft Word, Excel, LMS, HMS, HOTSOS & Open Table &Self-Serve.
• Ability to Type, operate printers, beepers, cellular phones, and two-way radios.
• Operate HMS system/build and distribute broadcast and distributionAnnouncements.
• Operate all related Northern Telecom equipment, (Telecommunication automaticwake-up machine,
• Operate & understand SDD call accounting system call costing, dialing patterns reporting.
• Professional appearance.
• Follow confidentiality procedure.
• Comply with all Boyd Gaming regulations.
• High School graduate or equivalent.

Additional Information

Boyd Gaming is proud to be an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Boyd Gaming is proud to be an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.