Santa Ana Star Casino
CALL CENTER AGENT
Provides high level of focus on guest satisfaction through building guest relations and being attentive to guest needs. Successful candidate will be responsible for greeting guests on the phone in an enthusiastic, professional and friendly manner. Answers telephone calls and directs them to proper party and answers guest questions. Provides accurate directions and information to guests. Typing and filing as required. Performs complex clerical work involving independent judgement and requiring accuracy and speed. Timely and smoothly processing hotel reservations is a fundamental requirement. Candidate is expected to meet and/or exceed applicable service standards and property management system steps. Candidate must exemplify a high level sales capacity.
Answers incoming phone calls during designated shift and routes calls to appropriate person/department.
Provides guests with general information about the Casino and Hotel amenities and services including outlet/venue hours of operation, point of contact, and event locations, events, gaming offerings and locations and promotions.
Accurately booking reservations while delivering an exceptional guest service.
Approachable demeanor and follows a script when answering phones and booking reservations.
Anticipates guest needs, and remembers their preferences and offers services accordingly.
Maintains an expert level of knowledge of the property, surroundings, directions and events.
Exemplifies excellent knowledge of room types, their locations in the building and details of the amenities offered.
Books all type of reservations comp, retail, packages, group, conventions, and F&B related.
Pre-assigns rooms and suites when necessary.
Maintains the integrity of room blocks, follows established policies when exercising overbooking.
Remains calm and able to fully focus under pressure while navigating through the property management system.
Regardless of the environmental factors surrounding the individual that may be disruptive, maintains and pays full attention to the guest on the phone.
Ensures that every guest interaction is courteous, highly informative and of course personable.
Maintains guest confidentiality at all times.
Performs at a sales executive capacity & up-sells at all times in order to reach the highest revenue optimization.
Ensures all reservations are guaranteed by credit card and are in accordance to the established policies and procedures.
Completes all reports accurately and on time.
Provides assistance and support to overall company operations by serving as a communication hub in case of an emergency.
Exhibits passion for the hospitality and gaming experience of our guests.
Takes personal responsibility for delivering excellent guest experience.
Ensures guests’ issues are resolved in a prompt, courteous and efficient manner.
Knows the overall property, the gaming offerings, and their locations.
Shares guest feedback with appropriate parties in order to maintain continuous improvement.
Welcomes corrective and/or constructive feedback.
Performs other duties as assigned.
Preference is given to qualified Santa Ana Tribal Members.
High School Diploma or GED required.
Must have excellent oral communication skills. Must know correct business English, including grammar, spelling, punctuation, and vocabulary.
Prior knowledge and experience on Property Management Systems (PMS) is highly preferred.
Must be able to have a working knowledge of Microsoft applications specifically Word and Excel.
Work schedule flexibility consistent with needs of the business.
Must be able to attend all required staff meetings and training sessions.
Must be able to obtain and maintain a Pueblo of Santa Ana Gaming and Regulatory Commission non-key gaming license.
Essential Mental Functions:
The essential mental functions described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Maintains a strict level of confidentiality regarding company information.
Must be able to work independently and exercise good judgment in handling a variety of situations.
Ability to read and interpret documents, such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to apply commonsense understanding to carry out instructions furnished in written, oral or diagram form.
Must be able to deal with stressful situations in a professional manner.
Essential Physical Functions:
The essential physical functions described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Regularly required to talk or hear. Regularly required to sit, stand; walk; and use hands to finger, handle, or feel objects, tools or controls.
Manual and finger dexterity for operation of personal computer and routine paperwork.
Occasionally required to reach with hands and arms, and to sit; climb or balance; and stoop, kneel, crouch or crawl. Ability to lift up to 25lbs
Must be able to work various hours including weekends and holidays.
Must be able to work at a fast pace.
Must be able to handle stress effectively.
Must be able to sit for a long durations of time.
Physical ability to safely perform the essential job functions of the position.
Microsoft Window Based Computer Programs
All additional office equipment
Computer Software including spreadsheet software and word processing software (Microsoft products including Word, Excel, Outlook)
Extensive usage of the Property Management System
Copiers, fax machines and other traditional office equipment
The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
The noise level in the work environment is usually loud. Team Member will be exposed to inclement weather and a second-hand smoke-filled environment.
Job Reference #:
Santa Ana Star Casino