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Call Center Representative

Company: GRATON RESORT & CASINO
Location: Rohnert Park
Posted on: November 18, 2021

Job Description:

Position Summary:The Guest Services Representative is responsible for answering incoming calls, texts, emails and web chat, as well as any other communication channels. Guest Services Representatives are expected to meet or exceed Graton Resort & Casino guest services standards in all aspects of their job duties.Essential Functions:1. Responsible for practicing, supporting and promoting Graton Resort & Casino's Company-wide culture and demonstrating Graton Resort & Casino's Service Standards at all times.2. Expert communicator that is able to listen effectively and communicate in a clear, friendly and professional manner.3. Thorough understanding of the Graton Rewards Programs and Benefits, including tier benefits.4. Build positive rapport with all manner of guests over various channels of communication, including but not limited to: phone, text, email, and web chat. Ensure all communications with guests (both internal and external) result in a pleasant experience for the guest.5. Apply proper communication etiquette to satisfy various guest situations and requests.6. Respond to guest inquiries professionally, courteously and promptly through all communicationchannels.7. Follow up on and ensure closed loop completion of all guest service inquiries and/or guestopportunities.8. Make guest reservations in the property's computer system for hotel rooms, spa appointments, anddinner reservations.9. Provide general administrative support with Marketing, Promotions, Events, and other departments.10. Utilize several different software applications, including but not limited to specific call center software, Microsoft Office products (Excel, Word, Outlook, etc.), as well as other applications.11. Quickly and accurately input information into various software systems.12. Assist in maintaining accurate contact information for guests.13. Knowledgeable of all aspects of Graton Resort & Casino, including but not limited to: promotions,entertainment, dining, and spa hours and offerings.14. Work with Casino Hosts in following up with higher level Tiered Players.15. Update directory and calendars on a frequent basis.16. Process return mail by correcting and updating addresses.17. Assist in updating casino player information.18. Other duties and responsibilities as assigned.Required Qualifications:1. Ability to communicate effectively with Guests, Team Members and Management in both written and verbal form.2. Call Center experience preferred.3. Must be fluent and literate in English.4. Must be able to respond calmly and make rational decisions when handling guest conflicts.5. Must be able to work a varied schedule, holidays and weekends.6. Must be able to obtain and maintain a gaming license through the Graton Gaming Commission.Physical Requirements:1. Requires normal, corrective vision range, the ability to see color and the ability to distinguish letters, numbers and symbols.2. Manual dexterity to operate job related equipment.3. Must be able to maneuver throughout areas of the property.

Keywords: GRATON RESORT & CASINO, Rohnert Park , Call Center Representative, Other , Rohnert Park, California

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