Guest Service Representative

Description

Pay Rate: $18.74/hr. minimum, (Dependent on Experience)

Shift: Varies

Position Type: Full-time

PURPOSE

Responsible for answering phones, taking direct calls, and connecting callers in a courteous and professional manner.

ESSENTIAL DUTIES / RESPONSIBILITIES

• Operate switchboard, answer calls, transfer calls, and route messages.
• Respond to guest inquiries professionally through inbound and outbound calls, traditional mail, and e-mails.
• Maintain daily call log.
• Process all comment cards, emails, and phone calls in the comment log.
• Assist guests with reservations.
• Alert Security to potential problems and emergencies.
• Provide general administrative support with Marketing, Promotions, Events and other departments.
• Utilize several different software applications, including but not limited to Windows, Excel, Word, Outlook, Publisher, PowerPoint, Monday, CMP, Casino Web Site and Intranet.
• Assist in maintaining accurate contact information for Guests.
• Provide information and directions.
• Be knowledgeable of all Snoqualmie Casino promotions and events.
• Work with Casino hosts in following up with higher level Tiered Players.
• Update directory and calendars on a frequent basis.
• Process return mail by correcting and updating addresses.
• Assist in updating Casino Player information.
• Other duties and responsibilities as assigned.

Requirements

Education and Experience:

• High School Diploma / GED; Recognized Equivalent of a High School Diploma (RED) or Foreign High School Diploma (FHD).
• One (1) year guest service experience
• Any combination of education and experience that clearly demonstrates the ability to perform the job duties of the position.

Skills and Abilities:

• Excellent guest service skills, actively look for ways to assist Guests.
• Strong communication skills. Must have a clear and easily understood voice with the ability to use proper language.
• Strong active listening skills. Giving full attention to Guests, taking time to understand points being made, and asking questions as appropriate.
• Must possess the ability to maintain a calm demeanor while dealing with all Guests in a variety of situations.
• Successfully complete Word and Excel proficiency test.
• Successfully pass a typing accuracy test with in a range of 35 to 45 WPM.
• Ability to work professionally in close quarters to other Representatives
• Must be able to maintain a high level of confidentiality.

PREFERRED

Education and Experience:

• One (1) year guest service experience in a PBX/Reservation/Call Center role in the casino and / or hospitality industry.
• One (1) year working in reservations.
• Bilingual a plus.
• Able to assist individuals whom English is not their first language.
• Snoqualmie Casino Career Development Track Series completion.

Snoqualmie Casino exercises Snoqualmie Tribal Member/Native American preference in hiring, in compliance with the Snoqualmie Tribal Employment Rights Ordinance (TERO). You must obtain and maintain a Gaming License from the Snoqualmie Gaming Commission. Pre-employment drug testing is required for all positions. The use of marijuana will not disqualify an applicant for positions in any department other than Transportation (Valet, Driver I). DOT panel testing is required for the Driver position.