Hotel Call Center Representative

Sycuan • El Cajon, CA • 2h ago

The ancestors of the Sycuan Band of the Kumeyaay Nation existed many centuries ago as a community of people...a Tribe living together, farming, hunting and fishing to survive.

Much has changed since that time. Today the Sycuan Tribe governs its Reservation, owns and operates a Casino and a Golf Resort, and owns a number of other business ventures in the San Diego Region.

One attribute that remains unchanged, however, is Sycuan's sense of community. Sycuan is more than just a business. Sycuan is a community of people working together toward a common goal. Whether you work in our state-of-the-art Casino, our beautiful Resort, or become a staff member in our Tribal Government division, you will be part of the Sycuan family.

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 service by 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 escalate 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

If you enjoy being part of a community dedicated to creating a memorable guest experience, we invite you to explore career opportunities with Sycuan and join our winning team!

Job Details

Pay Type Hourly

Sycuan

Go to Apply

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