Guest Care Representative

The Guest Care Representative (GCR) is critical to the success of Sky River Casino. This role focuses on providing guests with a positive experience in advance, during and after their visit. The GCR is often the voice of Sky River. The GCR works within a structured framework of available information however the true guest experience is dependent on the true spirit and personal relationship to be unscripted. The GCR will own every call they answer and always strive to anticipate the guest's needs even when the guest has not verbalized the need.

• Answering inbound telephone calls in an environment where transactions range from call transfers to an executive, to a request for dining, an event and entertainment reservations for VIP guests to a call expressing a concern about a previous visit.
• Responding to inbound guests and internal team members through email, chat, SMS etc., using methods trained and supported by the leadership team
• Providing guests with a clear picture of company products and services; always leading the call without failing to listen to the voice of the guest.
• Ensuring that guest requests for casino and dining reservations and other services are confirmed within the guidelines established
• Sensing and exploiting up-sell opportunities where appropriate; always attempting to cross-sell in cases a specific request cannot be met
• Presenting a positive view of the company when interacting with guests and fellow team members
• Escalating difficult and complex situations to Team Leaders as they arise
• Adhering to a set schedule performing assigned tasks at a specific time
• Work with Training / Quality Specialist and Team Leaders to understanding individual performance and make efforts to improve performance where there is a noted opportunity
• Provide Team Leaders with important observations culled from guest interactions, offering suggestions to improve process, product, or service offerings
• Works diligently to support company culture and team philosophy throughout the property
• Comply with all departmental and company policies including company business ethics guidelines
• Maintain confidentiality of all company trade secrets and proprietary information including business processes, guest information, marketing plans and any other confidential information
• Be willing to participate in peer-to-peer coaching on a one-on-one basis as well as to support the overall team by assisting on the contact center floor by answering questions
• Demonstrate actions and behaviors that represent Guest Care and Sky River Casino in a positive light
• Exhibit conduct in accordance with all California gaming regulations and Sky River Casino departmental policies and procedures. Be willing and able to secure the required casino license from any state or authority requiring the same. This includes cooperating in all appropriate background checks

• One year or more of related experience in an inbound contact center or similar guest service role
• Effective, demonstrable computer skills (beyond basic keyboarding) and understanding of telephone etiquette
• Knowledge of dining reservation systems and player tracking systems (e.g., Open Table, QCI) is advantageous; proficiency in basic Windows and MS Office packages is especially important
• Strong verbal communication skills
• Experience managing guest calls in a fast-paced inbound environment, including Chat and SMS interactions
• Experience in the casino / hospitality industry is considered a plus
• Must be able to work flexible schedules based on the needs of the business

Is this position responsible for selling, serving, or distributing alcoholic beverages or do they have comp authority? No

Gaming License Required? Yes

Other Certifications? N/A