What are the responsibilities and job description for the Hotel - Telephone Specialist position at THREE RIVERS CASINO?
The Telephone Specialist is responsible for answering all incoming calls providing excellent guest service, answering questions promptly and ensuring all guest Hotel needs are met.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
- Promptly answers all incoming phone calls using a multi-line phone, making reservations as needed as well as assisting guests with any questions or concerns.
- Remains current on room rates, room availability, emergency procedures, property events and local attraction information.
- Provides information and explains Players Club benefits, property amenities and marketing programs to our current and future guests.
- Remains informed of all current food outlet hours and assists with making reservations as needed.
- Resolves or refers to Management all guest concerns, complaints or suggestions in a continuous effort to provide superior guest service.
- Ensures guests’ profiles are properly noted in rGuest for action by the appropriate hotel department prior to check-in.
- Maintains confidentiality and discretion in communications of Team Member and guest’s personal information.
- Other duties as directed by management.
WORK ENVIRONMENT
While performing the duties of this job, Team Members may be exposed to secondhand tobacco smoke, including regular exposure for those working on the casino floor. The noise level in the work environment is usually moderate and can occasionally reach a high level for short periods of time.
PHYSICAL REQUIREMENTS
- Must be able to sit, stand and/or walk for up to 10 hours.
- Must be able to carry, reach, twist, bend and squat frequently.
- Must regularly lift and /or move up to 25 pounds and occasionally lift and/or move up to 50 pounds with assistance as needed.
SERVICE COMMITMENTS - Exceptional Guest Service is key to the success of Three Rivers Casino Resort and each of our Team Members. We live our Service Commitments in all interactions with every guest and Team Member, starting with #1 “Be Kind. Always.” Your commitment will help us meet our Purpose.
EVERY DAY, WE DELIVER UNCOMMONLY KIND EXPERIENCES THAT CONNECT PEOPLE TO THE COAST.
Requirements:EXPERIENCE, EDUCATION AND ELIGIBILITY
- Minimum age requirement for this position is 18 years old.
- High School Diploma or equivalent preferred.
- General understanding of computer programs, including all windows applications required.
- High level communication and telephone skills required.
- Ability to operate multi-line phone.
- Hotel or Players Club experience preferred.
- Ability to communicate clearly and effectively in English, verbally, in writing or by other acceptable means.
- Comply with pre-employment, random and reasonable suspicion alcohol and drug testing.
- Receive and maintain a valid gaming license from the CTCLUSI Tribal Gaming Commission.
- Availability to work all shifts including weekends and holidays based on the needs of the department and for special casino events.
